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
The Incident Management Specialist will be responsible for ensuring the efficient resolution of IT service disruptions, minimizing business impact, and maintaining high levels of service availability. This role involves coordinating technical teams during critical incidents, managing communication with stakeholders, and implementing continuous improvement practices in a global environment.

Key Responsibilities

• Stay on top of all major incidents and oversee the entire process from detection to resolution.

• Facilitate bridge calls with relevant teams during major incidents and potential critical issues.

• Maintain quality handling of Jira tickets from creation to closure, with constant follow-up on open tickets as necessary.

• Maintain detailed incident records and ensure Post-Incident Reviews (PIRs) are conducted.

• Collaborate with Problem Management to identify root causes and recurring issues.

• Maintain awareness of all production activities and understand the impact of project deployments and change implementations on technical and business KPIs.

• Engage leads and managers in continuously driving improvement within their teams.

• Work closely with SRE and Service Desk to quickly identify issues that need to be escalated to relevant teams or third-party providers.

• Ensure concise and accurate incident advisories are sent on time, and provide timely updates to Senior Management on major incidents.

• Recommend or collaborate with managers and leads on Alert Policies and Rules in the Event Management System.

• Coordinate major and minor incident investigations using Jira Service Management and service provider ticketing platforms.

• Provide proper shift handovers and perform Team Lead administrative duties, including shift rotation scheduling.

Qualifications & Experience

• Bachelor's degree in computer science or a related technical field.

• 3+ years of experience in Incident Management, Change and Problem Management within complex global IT environments.

• Solid grounding in ITIL methodologies, end-to-end support, and related practices.

• Proficiency with communication tools and platforms such as Slack, Statuspage, Skype, and others.

• Experience working with incident management systems and network/infrastructure/application monitoring tools.

• Exceptional business communication skills, both written and verbal.

• Strong people management and organizational skills.

• Critical thinker with sound judgment and the ability to remain decisive under pressure

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