Position: Incident Manager
Company: Propell Minds
Experience required: 2y
English level: upper

Our company:  

Propell is a Norway-driven group of companies, dedicated to building a better world by empowering businesses and global growth through data-driven innovation and AI based solutions. We work with a wide range of companies from Enterprise to Start-ups, providing them with product management, end-to-end product development, go-to-market strategy and advisory services. Propell has global ambitions and is represented in Norway, Sweden, USA and now – in Ukraine, that will be a primary talents destination for Propell customers.  

So, you can become a part of growing company, work with mature colleagues, forget about legacy and maintenance, enjoy modern technologies and creating AI based solutions. You will participate in corporate culture and business shaping, enjoy start-ups’ agility and flexibility supported by mature outsourcing and development practices, human-oriented management team, entrepreneurial spirit and Scandinavia (as soon as travelling will become possible again😊) 

Project: 

We are currently searching for a Incident Manager to join the product development team of Propell partner located in the USA. That will be a web-based AI platform that helps accountants, CFOs, controllers, and accounts payable (AP) teams become more efficient and reduce errors on routine tasks such as invoice processing, approval workflows, and electronic payment processing. You will become part of the global development team bridging the gap between product development and customer success. 

 
The main focus of the role is to investigate incident reports from across all environments and work with engineering to release a timely and high quality fix back into production. This role includes working closely with Product Management, Customer Success, and Engineering providing updates and relevant context for smooth resolution of incidents. EU time zone working schedule. 

We provide you with the following exciting challenges: 

First line monitoring of support channels for incident reports  

Ensure that all incidents are identified, triaged and resolved within set resolution targets 

Monitor alerts channels and logs 

Maintain well documented tracking of incidents for future analysis 

Provide well-researched and structured incident reports to on-call engineer for incident resolution 

Assist in QA of incident fixes as well as regular product releases 

Maintain fluid and timely communication between CS - Product - Engineering  

Write post-incident reports after critical incidents and share root cause analysis and recommendations for improvement with appropriate stakeholders 

Develop dashboards and reports providing insight into incident frequency 

We expect from you: 

Several years experience in IT field, preferably in start-up environment 

Experience in Customer Service, Incident and Problem Management functions 

Knowledge of incident response and handling methodologies 

Experience with monitoring tools such as Sentry and Datadog 

Experience with incident management tools such as Jira and Github 

Excellent verbal and written communication skills 

Excellent ability to prioritize and complete multiple tasks in high pressure situations 

Would be a plus:  

Experience of work in distributed environment, dynamic team 

ITIL understanding and certification  

 We offer: 

Start-ups’ agility combined with mature delivery practices and management team. 

Flexible working mode (remote/work from office), fully remote during quarantine. 

Competitive compensation. 

Medical insurance from day 1. 

Paid annual leave – 20 workdays per year, 25 workdays after 3 years of cooperation.  

Paid sick leave. 

PE support by professional accountants 

Development of new products, from different business domains. 

Strong focus on technical and personal growth. 

Transparent career development and individual development plan. 

English and Norwegian Courses. 

Focus on the well-being. 

Passion and Fun in everything we do.