JOB BRIEF

As a IT Incident Manager, you will oversee IT incidents from start to finish, ensuring quick resolution and minimal business disruption. Acting as the main contact point, you’ll coordinate communication, lead during crises, and keep operations stable. You’ll define processes, monitor performance, and drive improvements while collaborating across IT and business teams.

How You Will Make an Impact:

• Oversee end-to-end lifecycle of IT incidents to ensure minimal business disruption.
• Act as the single point of contact for incident communication across IT and business stakeholders.
• Ensure IT incidents are logged, categorized, prioritized, and resolved within agreed SLAs.
• Provide timely updates and post-incident reviews to stakeholders.
• Lead coordination during significant incidents, IT crises, emergency changes, and disaster recovery.
• Be part of the central IT operations team ensuring day-to-day stability and compliance.
• Work with the Process Owner to define and communicate process rules, workflows, roles, responsibilities, and accountabilities.
• Monitor and supervise effectiveness of IT operations and recommend improvements.
• Foster continuous improvement, innovation, and collaboration within the IT operations team.
• Contribute to team and company performance through networking, collaboration, and leading by example.

What Makes You a Great Fit:

• Strong communication, interpersonal, and analytical skills.
• Familiarity with ITSM tools (e.g., ServiceNow, JIRA), and experience managing high-priority incidents.
• Agile mindset and understanding of ITIL or similar service management frameworks.
• Experience with IT infrastructure, cloud computing, networking, software development, cybersecurity, and database management.
• Bachelor’s degree in Computer Science, Information Systems, or a related field; Master’s is a plus.
• ITIL certification preferred.
• Willingness to work Regular business hours with the understanding that one week per month includes on-call duty, for which overtime pay is provided.
• Fluent English is required in spoken and written communication due to working on the Pan-Baltic level

Why You Will Love Working Here:

• Flexibility. Flexible working hours, Hybrid work, and the possibility to work from anywhere in the EU, Iceland, Switzerland, and the UK (in total 90 days per year)
• International teams. Teams that go outside Pan-Baltic borders, where people value challenging work together with good humor and having fun
• Culture. You’ll be joining a team where things move fast, ideas flow freely, and change is part of the everyday. It’s a dynamic environment that keeps you learning, growing, and never bored
• More vacation. Additional weeks of vacation are available to all employees who have been in the company for 1 year or more
• Volunteer time off. We care about giving back to society, therefore, you will get additional days off for volunteering purposes
• Paid leave.
• Health benefits. A competitive benefits package in addition to your salary that includes health insurance after the first 3 months pass in all three Baltic states, as well as Health days in case of your absence due to sickness without a doctor’s note needed
• Wellbeing. Access to tools and resources that help you feel good and be productive at work and in life
• Professional growth. Internal and external training programs, LinkedIn learning, workshops, conferences, online training, etc
• Gross salary. 2,370 – 4,580 EUR/month, which is to be determined depending on your level of experience and competencies