1. About the Role

We build scalable digital platforms and operational systems for global clients. We move fast, value engineering quality, and prioritize operational clarity.

As our Incident & Problem Management Lead, you will join our TechOps team to turn system disruptions into long-term operational resilience. You will bridge the gap between engineering, product, QA, and executive leadership—ensuring every incident is thoroughly investigated, clearly documented, and systematically learned from.

You will own incident quality end-to-end: holding teams accountable for Root Cause Analysis (RCA), tracking action items, and designing a proactive Problem Management framework that prevents repeat outages before they happen.

2. Responsibilities

• Incident Governance & Quality: Own incident reports from draft to management sign-off. Review reports for accurate impact classification, precise timelines, resolution details, and actionable lessons learned.

• RCA & Action Tracking: Drive Person In Charge (PIC) accountability to complete RCAs and mitigation plans within agreed SLAs. Enforce completion dates and escalate overdue action items.

• Problem Management: Design, deploy, and manage our problem management process—identifying recurring incident patterns, tracking known issues, and enforcing preventive actions.

• Reporting & Continuous Improvement: Maintain the central learning log, run weekly incident review sessions, and deliver monthly reliability metrics to executive leadership. Continuously refine reporting templates and classification taxonomies.

• Team Coaching & On-Call Support: Coach duty engineers on writing high-quality post-mortems and step in to support high-severity (P0/P1) incidents as needed.

3. Requirements

Must-Haves

• Experience: 4+ years in incident, problem, or service management within technical operations, including 2+ years leading RCAs or post-incident reviews.

• Framework Mastery: Deep understanding of ITIL/ITSM concepts, distinguishing clearly between incident vs. problem management, alongside structured RCA methodologies.

• Stakeholder Management: Proven ability to hold senior engineers and technical leads accountable while challenging incomplete technical answers.

• Process Design: Track record of designing and scaling operational processes from scratch, not just executing existing playbooks.

• Communication: Exceptional written and spoken English skills with a sharp eye for clear technical writing.

Nice-to-Haves

• Experience in high-volume, low-latency industries (iGaming, Fintech, Payments, SaaS).

• Hands-on experience with tools like Rootly, PagerDuty, Jira Service Management, or modern incident platforms.

• Basic understanding of cloud infrastructure, API integrations, and log/data analysis.

• Official ITIL certification.

4. Key Policies & Benefits

• Performance Reviews: Quarterly evaluation cycle aligned with team and individual OKRs.

• Time Off: 30 days of paid annual leave (inclusive of public holidays) + 14 days of paid medical leave per year.

• Confidentiality: Standard Non-Disclosure Agreement (NDA) required upon hire.