JR-216948 Incident Manager

Hello, our name is Customertimes, but you can call us CT. We are a global digital engineering, product development, and technology consulting company. Headquartered in New York, we have a team of 1000+ experts working across 65+ countries.

About this job:
A senior leader of the Incident & Problem Management function (Manager level) who reports directly to the CIO. This is not a hands-on engineer or a ticket coordinator. The person owns the whole discipline end to end: the process, the people, the data, and the communication.

Location: 100% remote - Ukraine, Albania, Bosnia and Herzegovina, Bulgaria, Croatia, Kosovo, Montenegro, North Macedonia, Serbia, Romania, Slovenia, Czechia, Estonia, Hungary, Latvia, Lithuania, Poland, Slovakia

How you'll make an impact:

• Process builder: designs and rolls out the major incident process (severity model, roles, escalation, leadership notification), the problem management practice, and the critical-services list with runbooks;
• Incident commander: leads P1/P2 incidents, makes fast decisions, and communicates clearly with executives and clients within defined windows;
• Driver of closure: runs blameless post-incident reviews, holds action owners accountable until fixes are verified, and reduces repeat incidents, without formal authority over most teams;
• Data-driven: defines and reports MTTD, MTTA, MTTR, repeat-incident rate, and SLA attainment, and uses them to make the case for investment;
• Leader of people: manages a small team (3–6) across locations, hires and develops them, and builds a bench of incident commanders through training and simulations;
• Partner to technical teams and vendors: works with SysOps, DevOps, engineering, and managed service partners, and holds vendors to their SLAs;
• Compliance-aware: understands client contractual SLAs and regulated environments (GxP, GDPR/HIPAA breach notification).

What makes you a great fit:

• 8+ years in IT operations, SRE, production support, or ITSM, including 4+ years leading major incident and/or problem management in a 24/7 or client-facing SaaS environment;
• 3+ years of formal people management;
• Proven incident commander for multi-team, high-severity incidents;
• Hands-on experience with an enterprise ITSM platform (Jira Service Management, ServiceNow) and monitoring and on-call tools;
• ITIL 4 Foundation or equivalent practice.

If you're looking to contribute to global projects, grow your skills, shape the way you work, and be part of a connected international community — Customertimes is the place to build your next career chapter. Are you ready to spark the tech with us?

Job ID: JR-216948