{"id":4158302,"url":"https://alion.io/job/customertimes-incident-manager","title":"Incident Manager","company":{"id":3808977,"name":"Customertimes","domain":"customertimes.com","url":"https://alion.io/company/customertimes","size_band":"201-500","is_staffing_agency":false,"employer_type":"staffing","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Bulgaria"],"countries":["BG"],"hiring_countries":["BA","BG","HR","UA","AL","XK"],"hiring_countries_total":6,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"GDPR","optional":false},{"name":"HIPAA","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"Jira","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-11-12T11:16:40Z","employer_posted_date":null,"last_verified_at":"2026-11-12T11:16:40Z","board_verified":false,"closed_at":null,"days_open":0,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":0},"description":"Hello, our name is Customertimes, but you can call us CT. We are a global digital engineering, product development, and technology consulting company. Headquartered in New York, we have a team of 1000+ experts working across 65+ countries.\n\nAbout this job:\n\nA senior leader of the Incident & Problem Management function (Manager level) who reports directly to the CIO. This is not a hands-on engineer or a ticket coordinator. The person owns the whole discipline end to end: the process, the people, the data, and the communication.\n\nLocation: 100% remote – Ukraine, Albania, Bosnia and Herzegovina, Bulgaria, Croatia, Kosovo, Montenegro, North Macedonia, Serbia, Romania, Slovenia, Czechia, Estonia, Hungary, Latvia, Lithuania, Poland, Slovakia\n\nHow you’ll make an impact:\n\nProcess builder: designs and rolls out the major incident process (severity model, roles, escalation, leadership notification), the problem management practice, and the critical-services list with runbooks;\n\nIncident commander: leads P1/P2 incidents, makes fast decisions, and communicates clearly with executives and clients within defined windows;\n\nDriver of closure: runs blameless post-incident reviews, holds action owners accountable until fixes are verified, and reduces repeat incidents, without formal authority over most teams;\n\nData-driven: defines and reports MTTD, MTTA, MTTR, repeat-incident rate, and SLA attainment, and uses them to make the case for investment;\n\nLeader of people: manages a small team (3–6) across locations, hires and develops them, and builds a bench of incident commanders through training and simulations;\n\nPartner to technical teams and vendors: works with SysOps, DevOps, engineering, and managed service partners, and holds vendors to their SLAs;\n\nCompliance-aware: understands client contractual SLAs and regulated environments (GxP, GDPR/HIPAA breach notification).\n\nWhat makes you a great fit:\n\n8+ years in IT operations, SRE, production support, or ITSM, including 4+ years leading major incident and/or problem management in a 24/7 or client-facing SaaS environment;\n\n3+ years of formal people management;\n\nProven incident commander for multi-team, high-severity incidents;\n\nHands-on experience with an enterprise ITSM platform (Jira Service Management, ServiceNow) and monitoring and on-call tools;\n\nITIL 4 Foundation or equivalent practice.\n\nIf you’re looking to contribute to global projects, grow your skills, shape the way you work, and be part of a connected international community — Customertimes is the place to build your next career chapter. 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