Incident Handler

This is a fully remote position, open to applicants in Romania.

📋 Description

• Lead and manage incident response initiatives, serving as the primary liaison upon detection within a 24/7 SaaS environment.

• Work collaboratively with cross-functional teams including engineers, product management, and support. Utilize and implement integration in tools such as JIRA, PagerDuty, New Relic, AWS, and Microsoft Teams to oversee, manage, and coordinate incident handling.

• Propel teams to quickly and effectively resolve incidents.

• Have a deep understanding of the software and infrastructure landscape to inform resolution strategies.

• Ensure that relevant stakeholders are engaged during active incidents to facilitate rapid recovery.

• Clearly and effectively communicate with both internal and external stakeholders to provide timely updates and resolution strategies.

• Monitor and report uptime metrics to both internal and external audiences, fostering transparency in system reliability and performance.

• Organize and lead post-mortem sessions following significant events, documenting root causes, lessons learned, and actionable items. Follow up on actions to ensure implementation and prevent recurrence.

• Develop thorough post-incident review (PIR) and root cause analysis (RCA) documents that detail timelines, impacts, remediation efforts, root causes, and preventive measures.

• Establish proactive strategies and tools to minimize risks and enhance system resilience.

• Participate in on-call rotation.

⛳️ Requirements

• A minimum of 5 years of experience managing critical incidents within SaaS environments.

• Prior knowledge and understanding of cloud environments, AWS, DevOps practices, or related technical operations.

• Experience in a similar role, ideally in a software or technology company, is strongly preferred.

• A robust technical background with experience in incident management and response.

• Demonstrated ability to lead teams in achieving rapid incident resolution.

• A solid understanding of the modern software landscape and familiarity with JIRA and PagerDuty integrations.

• Exceptional written and verbal communication skills.

• Ability to excel under pressure and manage competing priorities effectively.

• Strong English language communication and collaboration skills.

• Operate with an AI-focused mindset, utilizing tools to enhance productivity, decision-making, and daily operations.

• Foster a culture of AI experimentation — actively explore, adopt, and share emerging tools relevant to your role.

• Integrate AI tools into daily tasks to automate repetitive processes, speed up outputs, and improve overall efficiency.

🏝️ Benefits

• Innovation is at our core. We work with advanced technology in accounting and financial reporting, continuously pushing boundaries to create impactful software solutions.

• We are dedicated to a collaborative culture where your ideas are valued, and knowledge sharing is encouraged within a supportive, inclusive team.

• Work-life balance is a priority for us. We offer flexible work options, remote opportunities, and generous time-off policies to ensure a healthy work-life balance.

• We provide competitive compensation, including a competitive salary and comprehensive benefits such as health insurance and retirement plans.

• We are motivated by impactful work. Your contributions directly influence how our clients manage financial processes and drive their success.

• Recognition and rewards are important to us. We celebrate hard work through recognition programs, performance bonuses, and opportunities for career advancement.

• We embrace global opportunities. Work on international projects and collaborate with a diverse, global team.