Incident Manager

About the role

We are looking for a proactive Incident Manager to lead the investigation, resolution and prevention of service incidents. The role serves as the main point of contact for Incident Management Specialists and ensures timely communication with stakeholders.

Key responsibilities

• Investigate, analyze and resolve incidents, identifying root causes across technical, business logic or configuration issues.
• Coordinate the full lifecycle of incident tickets, from initial analysis to closure, while keeping Technical, Operations and Product teams aligned.
• Provide clear, regular updates on incident status, resolution timelines and any deviations from Service Level Agreements.
• Prioritize urgent incidents, trigger escalations when needed and ensure compliance with SLAs, policies and procedures.
• Prepare post‑incident reports with preventive recommendations and collaborate with Problem and Service Management teams.
• Maintain awareness of product and service updates and share knowledge across the organization.

Required profile

• Bachelor’s degree and at least 1 year of experience in service or incident management, technical support or a related field.
• Fluent in Armenian, English and Russian with strong written and verbal communication skills.
• High sense of responsibility, attention to detail and ability to work under pressure.
• Excellent time‑management, prioritisation and organisational abilities.
• Team‑player mindset with willingness to collaborate across functions.

Required skills

• Proficiency with MS Office.
• Experience using JIRA (or similar ticketing tools).