About the role
Hello, our name is Customertimes, but you can call us CT. We are a global digital engineering, product development, and technology consulting company. Headquartered in New York, we have a team of 1000+ experts working across 65+ countries.
About this job: We are looking for a Senior Incident Manager to lead the remediation of recent production performance and stability issues across our SaaS platform for enterprise life-sciences clients. You will drive resolution across Infrastructure, DevOps, Engineering, Support, Configuration, Customer Experience, and external hosting partners. You will make sure every party delivers on its commitments, on time and with clear accountability.
Location: 100% remote - Ukraine, Albania, Bosnia and Herzegovina, Bulgaria, Croatia, Kosovo, Montenegro, North Macedonia, Serbia, Romania, Slovenia, Czechia, Estonia, Hungary, Latvia, Lithuania, Poland, Slovakia
How you'll make an impact:
* Own and consolidate the remediation backlog (code fixes, environment and database capacity, deployment gaps, backup and monitoring issues) into a single tracked plan with named owners, priorities, and due dates;
* Lead major-incident coordination and war rooms. Run regular stability stand-ups and escalate blockers quickly to leadership;
* Drive root-cause analysis and post-mortems. Track corrective and preventive actions through to closure;
* Coordinate release and patch timelines across versions, and align change requests and maintenance windows with client approvals;
* Provide clear status reporting to senior leadership and support client communication during incidents;
* Identify recurring patterns and recommend process improvements (patching, deployment, monitoring, capacity planning).
What makes you a great fit:
* 8+ years in incident, major incident, or problem management in a SaaS or enterprise technology environment;
* Proven record of driving cross-functional teams without direct authority, with strong follow-through and escalation skills;
* Working technical knowledge of cloud infrastructure (AWS), SQL Server performance concepts, Java-based applications, CI/CD, and monitoring tools (e.g., Dynatrace);
* Experience with ITSM practices (incident, problem, change) and tools such as Jira, Confluence, and ServiceNow;
* Excellent written and verbal communication, including executive-level reporting.
You are a star if you have:
* Experience with pharma, life sciences, or other regulated-industry clients;
* Experience working with managed-service or cloud hosting vendors;
* ITIL certification.
If you're looking to contribute to global projects, grow your skills, shape the way you work, and be part of a connected international community - Customertimes is the place to build your next career chapter. Are you ready to spark the tech with us?
Job ID: JR-216948
Originally posted on Himalayas