About Statertek

At Statertek, we believe great software is built by great teams.

Based in Limassol, Cyprus, we are a software development company designing, building, and maintaining the technology businesses rely on. From web platforms and mobile applications to payment systems and AI-powered products, we deliver innovative, scalable, and reliable software solutions for clients across Europe, the Gulf, and beyond.

Our engineers, designers, and QA professionals work together from the first sprint through production and beyond. We believe in collaboration, ownership, continuous learning, and building products that make a real difference.

We invest in talent, create opportunities for professional growth, and believe in promoting from within. Whether you are starting your career or bringing years of experience, you will have the opportunity to contribute, learn from talented colleagues, and see the impact of your work.

Then in metal, now in code.

If you are passionate about technology, enjoy solving complex challenges, and want to build software that matters, we would love to hear from you.

About the Role

We are seeking a Incident & Problem Management Hub Lead to own and elevate our major incident management capability across a global, 24x7 technology environment. You will lead a team of Incident Managers, drive the resolution of the most complex and high-impact outages, and continuously improve the processes, tooling, and culture that underpin our incident response.

Key Responsibilities

Major Incident Command — — Lead and coordinate the resolution of P1/P2 incidents end-to-end, chairing bridge calls, directing technical teams, and maintaining stakeholder communication under pressure.

Team Leadership — Manage, mentor, and develop a team of Incident Managers; set standards, review performance, and ensure 24x7 on-call coverage and effective handovers.

Process Ownership — Own and continuously improve the Incident Management process framework, including escalation paths, communication templates, SLA governance, and tooling.

Stakeholder Communication — Deliver timely, accurate, and concise communications to senior leadership and business stakeholders throughout the lifecycle of major incidents.

Post-Incident Review — Lead blameless post-incident reviews (PIRs) and ensure action items are tracked, owned, and completed to prevent recurrence.

CAB & Change Coordination — Maintain awareness of the change schedule; coordinate with Change Management to assess risk of changes on service stability.

Continuous Improvement — Analyze incident trends, MTTR data, and recurring failure patterns to drive systemic improvements in reliability and response capability.

Qualifications & Experience

5+ years of IT Incident Management experience, including at least 2 years in a lead or senior role

Demonstrated experience commanding and resolving P1/P2 incidents in complex, high-traffic environments

Strong leadership and coaching skills with experience managing or mentoring incident management teams

ITIL v4 Foundation or higher certification

Expert-level use of ITSM tooling (Jira Service Management, ServiceNow, or equivalent)

Excellent communication skills under pressure, with the ability to brief C-suite stakeholders

Willingness to work on a rotating or on-call schedule as part of 24x7 coverage

PREFERRED QUALIFICATIONS

ITIL Practitioner or Managing Professional certification

Experience in iGaming, fintech, or e-commerce environments

Familiarity with SRE principles, SLO/SLI frameworks, and observability tooling

What We Offer

Competitive compensation package.
Collaborative and supportive working environment.
Professional growth, mentorship, and internal career development opportunities.
Opportunity to work on real-world software products and international projects.
Exposure to modern technologies, engineering practices, and innovative solutions.
Cross-functional collaboration with experienced engineers, designers, and QA professionals.
An environment that values ownership, initiative, and the impact of your work.

Equal Opportunity Employer

Statertek is an equal opportunity employer. We value diversity and are committed to creating an inclusive and respectful working environment where everyone has the opportunity to succeed.

We welcome applications from qualified candidates regardless of race, ethnicity, gender, age, disability, religion, sexual orientation, or background.

Explore our opportunities: career.statertek.com

Learn more about us: www.statertek.com

Incident & Problem Management Hub Lead

Join Kairostek and help build innovative technology solutions while working with talented professionals in a collaborative, growth-oriented environment.