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As an Incident Manager you will cooperate closely with the Delivery Team and the first line Service Support to coordinate reported incidents throughout their life-cycle. You will also help to improve our incident handling processes and support the team to maintain a trustful relationship with our clients.

What you will be doing

  • Own and manage customer reported incidents
  • Identify problems according to the ITIL framework
  • Perform root cause analysis and risk assessment
  • Proactively identify recurrences, trends and potentially hidden root causes
  • Collaborate with technical team members to retrieve, understand, document and distribute information regarding incidents and problems to our first line support
  • Act as product owner for problems in our backlog
  • Conduct blameless postmortems
  • Build and refine incident handling processes


  • Customer oriented mindset
  • Excellent verbal and written communication skills in bangla and english
  • Practical knowledge about ITIL methodology
  • Incident management experience within the technology sector
  • Experience of working closely with Development and Dev Ops teams in an Agile environment
  • Exceptional teamwork mindset with a high degree of ownership and motivation
  • A positive, can-do attitude to meet deadlines and work well under pressure
  • Excellent stakeholder management, both internal and external
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