Incident broadcast Manager

We are hiring an Incident Manager on behalf of one of our clients, an international technology company active in media, software, and broadcast environments.

The role is responsible for the structured handling of critical incidents impacting customer systems or internal services. You will ensure the consistent application of ITIL-aligned incident and change management processes, coordinate internal technical teams, and drive communication and improvement efforts following major incidents.

Key Responsibilities

Incident Management (Primary Focus)

• Lead and coordinate response, restoration, and resolution activities for high-priority incidents (P1/P2).

• Ensure incidents are properly prioritized, categorized, escalated, tracked, and closed according to internal standards.

• Act as the primary point of contact for internal stakeholders during incident resolution.

• Maintain and improve the incident response framework, KPIs, reporting dashboards, and communication structure.

• Monitor backlog and ensure long-running incidents receive appropriate follow-up.

Change Management Support

• Work closely with support and development teams to assess and follow up on change requests.

• Support the implementation and governance of a Change Advisory Board (CAB).

• Track change-related incidents to identify risks and improvement opportunities.

• Promote best practices regarding change planning, communication, and rollback procedures.

Post-Incident Review & Continuous Improvement

• Lead and document Post-Incident Reviews (PIR), root cause analysis, and follow-up actions.

• Identify recurring patterns and support Problem Management for long-term service reliability.

• Recommend improvements to monitoring, tooling, workflows, and response procedures.

• Produce regular reports for leadership on incident trends, system stability, and operational performance.

Profile & Requirements

Experience and Technical Skills

• Minimum 3 years of experience in Incident Management, Service Operations, or Technical Support.

• Strong understanding of ITIL-based processes (Incident, Change, Problem Management).

• Proven ability to facilitate cross-functional decision-making under time pressure.

• Familiarity with SLAs, escalation paths, customer support expectations, and crisis communication.

• Experience or exposure to broadcast, media, cloud, or software-driven environments is a strong asset.

Tools & Technologies

• Experience with ITSM platforms (e.g., Jira Service Management, D365, ServiceNow, or similar).

• Knowledge of monitoring/logging tools (Prometheus, Grafana, or equivalent).

• Comfortable working in hybrid environments (on-premises + cloud: AWS/Azure).

• Experience working with formal CAB or RFC processes is appreciated.

Certifications (Nice to Have)

• ITIL v4 Foundation or above.

Soft Skills

• Highly organized, structured, and quality-driven mindset.

• Excellent written and verbal communication skills.

• Strong stress management and situational leadership in crisis moments.

• Collaborative attitude, capable of influencing cross-functional teams.

Languages

• Fluent English required.

• Any additional language is considered an advantage.

What’s Offered

• Competitive salary aligned with experience.

• Additional health and wellness benefits.

• Hybrid working model and flexible schedule.

• Training, certification support, and internal career progression opportunities.

• A dynamic, international, and collaborative work culture.