Incident Manager

Description

We are seeking a dynamic incident manager to join our CS Engineering department. In this role, you'll be in charge of leading the incident management process to resolution and making sure to restore our company's provided services swiftly. You will also log and categorize recurring incidents to improve incident management protocols.

To be a successful incident manager, you should have an aptitude for picking up new technologies and procedures. Ultimately, an outstanding incident manager should excel at multitasking and remain judicious during significant incidents.

Incident Manager Responsibilities

• Overseeing the incident management process and team members involved in resolving the incident.
• Responding to a reported service incident, notifying the relevant to identify the cause, and initiating the incident management protocol.
• Prioritizing incidents according to their urgency and influence on the business.
• Produce documents that outline incident protocols, such as handling security privacy incidents and correcting system bugs.
• Collaborating with the development team to ensure that all protocols are diligently followed.
• Logging all incidents and their resolution to see if there are recurring malfunctions.
• Adjusting the incident management process as required to ensure its effectiveness.
• Reviewing technical Root Cause Analysis
• Build dashboard statistics of incident trends, Root Cause Analysis, and ensure prevention actions are being done.
  
  

Requirements

• Bachelor's degree in information technology, engineering, or a related field.
• Excellent managerial skills and ability to collaborate with team members.
• Ability to analyze a high volume of technical data and work in a fast-paced environment.
• Strong problem-solving, analytical, and time-management skills.
• Prior experience in a SaaS customer support environment
• Strong escalation management skills
• SQL experience for writing queries for database investigations
• Server logs' understanding and hands-on experience
• Data-driven dashboards and monitoring tools experience
• Escalation management skills
• Proficiency in Excel and data manipulation
• Exceptional analytical and problem-solving abilities
• Tech-savvy mindset with the ability to automate routine tasks
• A proactive approach and ability to excel under pressure
• Excellent teamwork
• Customer facing capabilities
  
  

Advantage

• Knowledge of the HR domain or prior experience within an HR department
• Familiarity with HR tech - Applicant Tracking & HCM Systems
• Experience/familiarity with the following: HTML/CSS, SQL, APIs
• Experience with tools like Slack, Salesforce, Asana, and Zendesk
• A proactive, data-driven approach to identifying and resolving recurring product issues
• Excellent time management, prioritization, and ownership skills
  
  

Why work with us

At Hibob we are committed to creating an excellent employee experience. Our employees, culture, and additional benefits all make bob a great place to work, come join us! We offer a competitive compensation package that includes salary, benefits, and pre-IPO equity. We have a vibrant and fun office located in central Tel Aviv .

• Company share options plan
• We have a flexible hybrid working model
• Work from home allowance- to get your home office set up!
• Payment for sick leave from the first day
• 2 Social Impact days per year for volunteering
• Annual Headspace subscription and wellness benefits
• Awesome employee referral program- $2,500 for each successful referral with an additional ambassador programme
• 10 bis or cibus/wolt- you get to pick!
• Transportation allowance
• Dog-friendly
• Temporary remote work from anywhere in the world for up to 2 months (after 6 months of employment)
• Fun company and team social events (locally and virtually with our global teams)
• Bob balance days - 4 additional days within a calendar year - Enjoy a company-wide long weekend at the beginning of each quarter