https://onecontact.com.mk/job/detail/remote-incident-response-specialist

Roles and Responsibilities:

• Oversee and maintain the incident management process to ensure efficiency and effectiveness.
• Act as a first responder to service incidents, identifying root causes and initiating resolution processes on a 24/7 on-call basis.
• Prioritize incidents based on urgency and business impact.
• Log and track all incidents, analyze patterns to identify recurring issues, and develop long-term solutions.
• Continuously refine and improve incident management processes to optimize response times and minimize disruptions.
• Lead executive communications and provide status updates for major system incidents.
• Conduct learning reviews and generate Root Cause Analysis (RCA) documents for internal teams and customer-facing reports.
• Manage problem management processes, identifying and addressing underlying issues that cause incidents.
• Collaborate with cross-functional teams to implement corrective actions and prevent recurrence of issues.
• Participate in continuous improvement initiatives to enhance service availability and operational efficiency.

Job Requirements:

Required Skills & Experience:

• 2 to 4 years of experience in IT service management or a related role.
• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Strong understanding of IT service management (ITSM) best practices.
• Experience with IT monitoring tools such as Grafana, Zabbix, and Datadog.
• Excellent written communication skills for clear, concise incident reporting.
• Strong problem-solving abilities and experience with problem-analysis methodologies.
• Experience managing highly available and fault-tolerant distributed systems.
• Strong documentation skills for developing Standard Operating Procedures (SOPs) and incident reports.

Nice to Have:

• Knowledge of problem management frameworks and practices.
• ITIL v3 or v4 certification.
• Experience with Linux/Unix systems and cloud-based environments.
• Familiarity with configuration management tools (e.g., Ansible, Puppet, Chef, SaltStack).
• Experience working in an Agile environment.
• Basic understanding of Continuous Integration & Continuous Deployment (CI/CD) concepts and tools.

What We Offer

• 100% Remote Work, Hiring from: North Macedonia, Albania, Kosovo, Bosnia.
• Paid Overtime as needed
• Opportunity To Learn & Develop New Skills
• An Open & Collaborative Work Environment
• Generous Compensation based on Industry Standards + Benefits
• Working Hours: Monday - Friday, 9 - 5 EST with On-Call Support rotation.