Incident Manager

About the role

KX is seeking an Incident Manager to lead the coordination of customer‑facing incidents, ensuring clear communication, effective escalation, and smooth collaboration across monitoring, product, and engineering teams. The role is pivotal in driving incidents from detection to resolution while keeping all stakeholders aligned.

Key responsibilities

• Streamline incident management processes and improve operational workflows.
• Maintain real‑time communication with customers during critical incidents, providing updates, escalations, and closure reports.
• Coordinate cross‑functional teams (customers, Monitoring, Product, Engineering) to drive issues to resolution.
• Establish structured incident management practices, track recurring issues, and contribute to scalable processes as the customer base grows.
• Maintain incident timelines, impact assessments, action tracking, and stakeholder communication.
• Produce incident reports, root‑cause analysis (RCA) documentation, and support operational improvements.
• Lead or coordinate a small team of 3–5 people during high‑severity incidents.

Required profile

• 3+ years of experience in incident, change, and problem management following ITIL practices.
• Hands‑on experience managing P1 incidents and owning customer communication during critical events.
• Proven ability to stay composed under pressure and handle high‑visibility situations.
• Strong written and verbal English communication skills.
• Understanding of support SLAs, release management processes, and support operations principles.

Required skills

What we offer

• Opportunity to work with cutting‑edge temporal AI infrastructure serving top global investment banks.
• High‑impact role in a fast‑paced environment with a focus on operational excellence.
• Collaboration with multidisciplinary teams across finance, technology, and compliance.