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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.
• Flexible and remote-friendly work environment.
• Professional growth and development opportunities.
• Exposure to international projects and teams.
• Collaborative and inclusive company culture.
• Opportunity to work with modern technologies and innovative solutions.

Equal Opportunity Employer

Kairostek is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applications from qualified candidates regardless of race, ethnicity, gender, age, disability, religion, sexual orientation, or background.

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