{"id":3757627,"url":"https://alion.io/job/strypes-senior-incident-manager","title":"Senior Incident Manager","company":{"id":55476,"name":"Strypes","domain":"ict-strypes.eu","url":"https://alion.io/company/strypes","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Varna, Bulgaria","Plovdiv, Bulgaria","Sofia, Bulgaria","Burgas, Bulgaria"],"countries":["BG"],"hiring_countries":["BG"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Photolithography","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-11-04T16:37:40Z","employer_posted_date":null,"last_verified_at":"2026-11-04T16:37:40Z","board_verified":false,"closed_at":null,"days_open":1,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":1},"description":"We have awesome plans for you!\n\nCOMPANY INFORMATION\n\nICT Strypes is a company with extensive experience in software development. With a team of over 700 people, we take ownership of application roadmaps for our clients and structure their overall application landscape.\n\nFounded in 2008 as a small startup, ICT Strypes became part of the Dutch ICT Group in 2014. The ICT Group, with a history of delivering IT solutions since 1978, now has subsidiaries in the Netherlands, Bulgaria, Portugal, Germany, and Sweden.\n\nOur teams consist of talented hard-working professionals who love sharing their knowledge, experience, and joyous moments with their colleagues!\n\nYou can join us at our offices in Sofia, Plovdiv, Burgas, and Varna, or choose to work remotely from anywhere in Bulgaria.\n\nJOB DESCRIPTION\n\nOur Client is the world’s leading provider of lithography systems for the semiconductor industry, manufacturing complex machines that are critical to the production of integrated circuits and chips.\n\nStrypes provides Quality and Innovative solutions to our clients in the area of New Initiatives, Application and Product Development, Modernization and Application Management.\n\nJob Description\n\nThe Senior Incident Manager is accountable for the end-to-end incident management process, ensuring that disruptions to IT services which are under development are detected, escalated, and resolved within agreed SLA. The senior incident manager monitors the defined performance metrics, analysis the data, and identify improvement opportunities.\n\nThe candidate will thrive in a work environment that requires strong problem-solving skills and independent self-direction, coupled with an attitude for team collaboration and open communication, as the successful candidate will need to be very detail-oriented, a good communicator and willing to always achieve results.\n\nEssential Functions:\n\nLead major incident response: coordinate technical teams and manage stakeholder communication until resolution;\n\nLead problem management in collaboration with support engineers and DEV team, from trend to analysis and root cause investigation to follow-up on corrective actions;\n\nAnalyze existing workflows to identify improvement opportunities;\n\nHold overall responsibility for ticket management and ensure appropriate and timely progression through to resolution;\n\nCoordination and communication within the internal engineering team, development team and client team;\n\nFacilitate conference calls and manage escalations where necessary;\n\nLead incident review sessions, root cause analysis activities, and post-incident improvement initiatives;\n\nOwn E2E communication, ensuring impacted users receive accurate, timely and clear updates throughout the incident;\n\nDocument incident timelines, impact analysis, post-incident reports and lessons learned;\n\nTrack incident management KPIs, SLAs and operational performance metrics.\n\nEssential Skills:\n\n5+ years’ experience as High-Priority Incident Manager or relevant position;\n\nExperience in problem management and root cause analysis (5 Whys, Ishikawa), ideally working alongside technical engineering teams;\n\nCapable to facilitate cross team activities and drive restoration of service and incident resolution;\n\nAbility to analyze incident trends;\n\nAbility to simplify complex information for diverse audiences;\n\nIn-depth knowledge of ITIL Application Support (specifically Service Life Cycle) and experience of implementing these principles in product-specific support;\n\nKnowledge of Agile methodologies;\n\nExperience with a Service Management platform, preferably ServiceNow;\n\nCross-Functional collaboration;\n\nPrevious experience with JIRA;\n\nAnalytical and Problem-solving skills;\n\nExcellent documentation skills;\n\nExcellent organizational skills with attention to the details;\n\nExcellent communication and presentation skills;\n\nProactive, cooperative and positive person.\n\nCOMPENSATION BENEFITS:\n\nOption for working remotely, on-site or hybrid;\n\nFlexible working hours;\n\nFriendly work environment;\n\nSupplementary health insurance;\n\nLoyalty programs:\n\nafter each year worked you get additional paid annual leave (1 per year, max. 25 days total);\n\nafter the third year, you can get a budget for a car or be included in a bonus program;\n\nafter the fifth year, you will receive a one-time holiday bonus;\n\nFree parking and carpooling;\n\nEmployee recognition program;\n\nTechnical and personal learning opportunities;\n\nQuick onboarding process;\n\nPersonal freedom to solve complex problems.\n\nIf you think this is the right challenge for you, please send us your CV.\n\nAll applications will be treated as strictly confidential, and only short-listed candidates will be contacted.\n\nThank you for applying!","description_format":"text","description_chars":4730,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Annual leave","Flexible schedule","Health 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