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Incident Manager
APAC | Onsite (3x/week)
6 months contract | Potential FTE Conversion)
We're hiring a Technical Research Specialist (Incident Management) to join a fast-paced, global Customer Support organization.
This role sits at the intersection of Customer Experience, Product, and Engineering, where you'll lead high-impact incident management efforts and drive improvements across customer-facing systems.
What You'll Do:
• Own and lead major incident management across product, services, and
CS tools• Drive incident triage, severity assessment, and resolution coordination
• Lead real-time mitigation and facilitate cross-functional bridge calls
• Deliver clear, executive-level incident communications
• Perform root cause analysis and post-incident reviews
• Identify trends and drive systemic improvements and prevention strategies
• Collaborate with Product & Engineering to influence long-term fixes and enhancements
• Use data (SQL, dashboards, analytics tools) to generate actionable insights
communications
What We're Looking For:
• 5+ years in IT Service Management / Technical Support / Incident M
anagement• Proven experience handling high-severity incidents and escalations
• Strong stakeholder management and ability to influence cross-functional teams
• Experience with incident management frameworks (e.g., ITIL)
• Hands-on experience with tools like JIRA, Zendesk, Tableau, SQL, Kibana, PagerDuty/Opsgenie
• Strong analytical mindset with ability to work in ambiguity
Nice to Have:
• Experience supporting global teams and large-scale
platforms• Exposure to cloud environments and AI-driven systems
• Leadership experience
Job ID: 148628831
We don’t charge any money for job offers
