A global tech company is looking for a Technical Incident Manager to join their Customer Experience Operations team. This role focuses on investigating complex technical issues that affect customers and coordinating with engineering and product teams to resolve them quickly.
You'll act as a key point of contact during major system incidents, helping ensure problems are identified, communicated, and resolved efficiently.
What you'll do
- Manage and coordinate major technical incidents and service outages
- Investigate complex technical issues escalated from customer support teams
- Work closely with engineering and product teams to diagnose and resolve problems
- Lead incident triage, prioritization, and response coordination
- Communicate incident updates clearly to internal stakeholders
- Conduct post-incident reviews and help improve response processes
- Analyze trends and data to identify recurring issues and prevent future impact
- Support troubleshooting using system logs, datasets, and diagnostic tools
- Document findings and contribute to improving internal support workflows
What we're looking for
- 5+ years experience in IT service management, technical support, or incident management
- Experience handling major incidents or escalations in a technical environment
- Strong analytical and problem-solving skills
- Ability to work with cross-functional teams including product and engineering
- Experience with tools such as JIRA, Confluence, Zendesk, SQL, Tableau, Kibana, PagerDuty/Opsgenie, or similar
- Basic programming or scripting knowledge (e.g., Python) and data analysis experience
- Comfortable working in a fast-paced environment and making decisions with limited guidance
This is initially a contract role with possibility of absorption depending on
performance.
