Incident and Problem Manager
Paymentology
full-time
Posted on:
Location: 🇲🇩 Moldova
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
CloudITSM
About the role
- Lead major incident coordination, stakeholder communication, and workflow quality assurance across global teams
- Drive the end-to-end problem management lifecycle, including structured root cause analyses, KEDB maintenance, and SLA compliance
- Design, implement, and continuously refine ITSM processes, playbooks, and service documentation
- Define and track performance metrics such as MTTR, repeat incident rate, and RCA SLA across the ITSM domain
- Collaborate on tooling enhancements, including automation, dashboards, and configuration of platforms like Jira Service Management
- Prepare monthly service health reports for leadership, surfacing trends, risks, and continuous service improvement outcomes
- Champion shift-left strategies and scalable support models, including self-service and automation
- Bridge reactive incident handling with proactive problem and process management to improve service reliability and governance maturity
Requirements
- 4-6+ years in IT service delivery, operations, or ITSM domains within uptime-sensitive environments
- Proven experience with Jira Service Management, Confluence, Slack, and monitoring platforms
- Strong background in Incident and Problem Management, including RCA facilitation and service tooling
- ITIL Foundation certification preferred
- Strong problem-solving skills; experience using 5 Whys and Fishbone analysis
- Proven ability to operate with high independence across service management domains and set standards
- Ability to work cross-functionally with engineering, support, product, and executive stakeholders
- Exceptional communication and documentation skills, including writing executive-level reports
- Experience in fintech, SaaS, or 24/7 operational models is advantageous