Roles and Responsibilities:

Oversee and maintain the incident management process to ensure efficiency and effectiveness.
Act as a first responder to service incidents, identifying root causes and initiating resolution processes on a 24/7 on-call basis.
Prioritize incidents based on urgency and business impact.
Log and track all incidents, analyze patterns to identify recurring issues, and develop long-term solutions.
Continuously refine and improve incident management processes to optimize response times and minimize disruptions.
Lead executive communications and provide status updates for major system incidents.
Conduct learning reviews and generate Root Cause Analysis (RCA) documents for internal teams and customer-facing reports.
Manage problem management processes, identifying and addressing underlying issues that cause incidents.
Collaborate with cross-functional teams to implement corrective actions and prevent recurrence of issues.
Participate in continuous improvement initiatives to enhance service availability and operational efficiency.

What We Offer

100% Remote Work, Hiring from: North Macedonia, Albania, Kosovo, Bosnia.
Paid Overtime as needed
Opportunity To Learn & Develop New Skills
An Open & Collaborative Work Environment
Generous Compensation based on Industry Standards + Benefits
Working Hours: Monday - Friday, 9 - 5 EST with On-Call Support rotation.

Job Requirements:

Required Skills & Experience:

2 to 4 years of experience in IT service management or a related role.
Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
Strong understanding of IT service management (ITSM) best practices.
Experience with IT monitoring tools such as Grafana, Zabbix, and Datadog.
Excellent written communication skills for clear, concise incident reporting.
Strong problem-solving abilities and experience with problem-analysis methodologies.
Experience managing highly available and fault-tolerant distributed systems.
Strong documentation skills for developing Standard Operating Procedures (SOPs) and incident reports.

Nice to Have:

Knowledge of problem management frameworks and practices.
ITIL v3 or v4 certification.
Experience with Linux/Unix systems and cloud-based environments.
Familiarity with configuration management tools (e.g., Ansible, Puppet, Chef, SaltStack).
Experience working in an Agile environment.

Basic understanding of Continuous Integration & Continuous Deployment (CI/CD) concepts and tools.Job Requirements:

Required Skills & Experience:

2 to 4 years of experience in IT service management or a related role.
Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
Strong understanding of IT service management (ITSM) best practices.
Experience with IT monitoring tools such as Grafana, Zabbix, and Datadog.
Excellent written communication skills for clear, concise incident reporting.
Strong problem-solving abilities and experience with problem-analysis methodologies.
Experience managing highly available and fault-tolerant distributed systems.
Strong documentation skills for developing Standard Operating Procedures (SOPs) and incident reports.

Nice to Have:

Knowledge of problem management frameworks and practices.
ITIL v3 or v4 certification.
Experience with Linux/Unix systems and cloud-based environments.
Familiarity with configuration management tools (e.g., Ansible, Puppet, Chef, SaltStack).
Experience working in an Agile environment.
Basic understanding of Continuous Integration & Continuous Deployment (CI/CD) concepts and tools.

https://onecontact.com.mk/job/detail/remote-incident-response-specialist

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