Senior Problem Manager/Incident Manager

We are a leading trading platform that is ambitiously expanding to the four corners of the globe. Our top-rated products have won prestigious industry awards for their cutting-edge technology and seamless client experience. We deliver only the best, so we are always in search of the best people to join our ever-growing talent team. 

We are looking for a Senior Problem Manager/Incident Manager who will be responsible for building, implementing, and leading the problem management framework within the organization. This role ensures that all problems arising from incidents are identified, analyzed, and resolved to prevent recurrence.

The Problem Manager will work within the Incident Management department and closely collaborate with the Site Reliability Engineering (SRE) team, Engineering teams, and the Product team to ensure that improvement actions are effectively implemented and aligned with company business goals.

• Domain Experience: Minimum of 5+ years of proven experience in problem and incident management or a similar role within a technology-driven environment, preferably in the fintech sector (trading)
• Technical Knowledge: Proven knowledge with ITIL framework, particularly in problem and incident management. Strong understanding of IT infrastructure, software development life cycles, and service reliability practices
• Analytical Skills: Excellent analytical and problem-solving skills, capable of conducting complex root cause analysis under tight deadlines
• Leadership and Communication: Strong leadership skills with the ability to manage cross-functional teams. Excellent communication skills, capable of effectively articulating complex issues and solutions to both technical and non-technical stakeholders.
• Project Management: Experience in managing projects and driving change across multiple teams and departments.

• Problem Management Leadership: Own the end-to-end problem management process, including problem detection, analysis, resolution, and documentation
• Framework Development: Build and implement a robust problem management framework, ensuring alignment with industry best practices and organizational objectives
• Continuous Improvement: Identify trends and underlying issues in incidents to prevent future occurrences; implement continuous improvement practices to enhance system stability and performance
• Cross-Functional Collaboration: Collaborate with the Incident Management, Engineering, SRE, and Product teams to align problem resolution with business objectives
• Root Cause Analysis: Lead root cause analysis efforts following incidents to ensure that core issues are identified and effectively addressed
• Reporting and Documentation: Maintain comprehensive records of problems, their status, and outcomes; report on progress and trends in problem management to stakeholders

• Open-minded and adaptable: Able to embrace new ideas, approaches, and challenges in a dynamic work environment
• Flexibility: Willing to adjust to shifting priorities and business needs while maintaining a positive attitude
• Results-oriented: Strong commitment to achieving goals and delivering high-quality outcomes, with a focus on meeting deadlines and exceeding expectations.

• Ability to communicate in the following languages: Russian or Polish.

• You will join a company, that cares about work and life balance
• Annual Bonus based on the performance review cycle
• Generous Annual Leave Policy
• Medical Insurance and Pension fund, with additional benefit packages based on the location
• Flexible work options: choose between a hybrid model or fully remote work across your country of employment
• Workation Policy with 30 additional days working remotely from anywhere in the world
• Possibility of taking two additional days of paid leave per year to dedicate to volunteering efforts

Be a key player at the forefront of the digital assets movement, propelling your career to new heights!

Join a dynamic and rapidly expanding company that values and rewards talent, initiative, and creativity.

Work alongside one of the most brilliant teams in the industry.