Incident Manager

4 days ago

Apply Now

Receive Emails with Similar Jobs

Omilia - Conversational Intelligence

WebsiteLinkedInAll Job Openings

Artificial Intelligence • eCommerce • Customer Service

Omilia is a leader in Conversational AI, specializing in voice and chat solutions that enable natural, end-to-end customer interactions. Their Omilia Cloud Platform provides advanced AI-driven customer service tools, including real-time agent assistance, voice biometrics for fraud prevention, and data analytics to enhance customer insights. Serving industries such as finance, insurance, retail, automotive, and travel, Omilia focuses on automating customer service while ensuring a secure and personalized experience.

201 - 500 employees

Founded 2002

🤖 Artificial Intelligence

🛍️ eCommerce

📋 Description

• Lead Major Incidents from initial detection to mitigation and closure. • Maintain situational awareness, ensuring all participants are aligned on scope, impact, and next steps. • Facilitate effective collaboration between Technology Operations Centre, SRE, Engineering, Product, Customer Success, and leadership. • Capture a clear, timestamped record of the incident timeline, key decisions, actions, and ownership. • Drive a "mitigation-first" approach and execute timely, objective escalation when progress stalls or risks to service/customer relations increase. • Provide clear, timely, and jargon-free updates internally and externally throughout the incident lifecycle. • Coordinate customer communications throughout major incidents. • Manage effective regional handovers with other IMs and on-call SREs to ensure continuity of service during shift changes. • Ensure executive leadership is consistently and accurately briefed when required by the major incident framework. • Ensure strict adherence to the Omilia Incident Framework, including proper activation, escalation, and closure protocols. • Identify and escalate deviations, process gaps, or risks. • Coordinate and facilitate post-incident reviews (PIRs) ensuring action items are recorded, assigned, and tracked to completion. • Proactively contribute to the continuous improvement of incident processes, templates, playbooks, and tooling. • Participate in a follow-the-sun shift pattern, covering regional day hours. • Provide on-call backup for colleagues during weekends, holidays, sick leave, or peak incident load. • Maintain working familiarity with monitoring tools, escalation paths, severity definitions, and communication templates. • Support the TOC and on-call SREs by ensuring smooth handovers between regions.

🎯 Requirements

• The ability to command a bridge, synthesize complex information quickly, and tailor communications for engineers, business leaders, and external customers. • Proven ability to remain calm, structured, and assertive during high-pressure, severe outage events. • Prior experience in Service Management, Operations Leadership, Support Management, Delivery/Project Management, or a similar high-visibility, coordination-heavy role. • Familiarity with incident response frameworks (such as ITIL Major Incident Management). • Exposure to Cloud/SaaS environments and, ideally, contact centre services. • Experience working in 24/7 follow-the-sun operational environments. • Familiarity with monitoring/alerting, ticketing systems, or post-incident analysis workflows. • Understanding of SRE or DevOps ways of working (without requiring technical depth).

🏖️ Benefits

• - Fixed compensation; • - Long-term employment with the working days vacation; • - Development in professional growth (courses, training, etc); • - Being part of successful cutting-edge technology products that are making a global impact in the service industry; • - Proficient and fun-to-work-with colleagues; • - Apple gear.