Incident Manager

Quick Facts

• Role: Incident Manager

Description

You will organize fast, professional resolution of operational incidents and help guarantee smooth, on-time, complete software delivery to customers. You will coordinate investigation and resolution through clear communication channels, maintain visibility of product versions and planned updates, and monitor operational metrics under SLM with feedback. The role also includes customer relationship management and ongoing improvements, including automating and simplifying support activities.

Responsibilities

• Coordinate rapid, professional handling of operational incidents

• Ensure communication and distribution channels for incident investigation and resolution

• Ensure timely and complete software delivery to customers

• Track product versions and plan customer updates

• Manage customer relationships by understanding needs and coordinating communication between customers and development teams

• Monitor and evaluate operational metrics within SLM and provide feedback

• Contribute to improving processes and support tool automation

Requirements

• 1–2 years of experience in a similar role, ideally in a software company

• Ability to communicate in Czech and English

• Experience with service desk and operational incident handling in IT/software contexts

• Familiarity with Atlassian products (Jira, Confluence) and/or a service desk tool

• MS Office proficiency for Excel reporting and simple presentations

• Experience with AI tools

Benefits

• Opportunity to bring ideas and improve processes

• Involvement in automating and simplifying support activities and enhancing tools and procedures

• A focus on proactive product support and overall customer satisfaction, not only reactive incident resolution