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Ad title:
Incident Manager Team Lead
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Next Gen Technology
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Published: 17 June
/ Deadline: 17 July
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As a technology leader in a future-focused group of companies — including Pulse Point, VibeSync Support, Mountain Breeze, and— Next Gen Technology is at the forefront of digital innovation.
We don`t just build software — we craft smart, scalable solutions that power business success. If you`re passionate about cutting-edge tech, creative problem-solving, and real impact, this is where your next big opportunity begins.
Why We Need You:
We are seeking an Incident Manager Team Lead for our Incident and Problem Management functions. This critical role is responsible for coordinating major incident response, leading root cause investigations, and developing our problem management practice to reduce future incidents and downtime.
You will manage the IM and PM teams, develop robust processes in line with ITIL best practices, and ensure smooth collaboration with service desk and technical teams. This is a hands-on, operational position where quick thinking, process discipline, and leadership are essential.
What You`ll Be Doing:
** Lead all aspects of incident management, coordinating swift and effective response to P1-P3 incidents and minimizing business impact.
** Serve as the escalation point for major incidents, providing direction to support and technical teams.
** Drive root cause analysis and problem resolution following incidents, documenting findings and implementing corrective actions.
** Build and mature the Problem Management function, establishing processes for problem logging, analysis, and long-term resolution.
** Maintain and enhance incident and problem workflows in Jira Service Management (JSM), ensuring accurate tracking and reporting.
** Prepare clear, actionable post-incident reports and facilitate lessons learned sessions.
** Develop and monitor KPIs for incident response, problem resolution, and service stability.
** Collaborate closely with Service Desk, SRE, and engineering teams to ensure seamless handovers and communication.
** Contribute to service improvement initiatives and risk mitigation strategies across the technology landscape.
What You Bring to the Team:
** Proven experience (5+ years) in IT incident management, operations, or a related support function, including 2+ years in a team lead or managerial role.
** Strong background in ITIL frameworks; ITIL Foundation or higher certification required.
** Demonstrated ability to coordinate high-pressure incident response and drive root cause analysis.
** Hands-on experience with Jira Service Management (JSM), particularly for incident/problem workflows and reporting.
** Excellent analytical, documentation, and communication skills.
** Fluent English (written and spoken) required.
** Strong leadership and team-building skills, with a proactive and practical mindset.
** Experience establishing or scaling a Problem Management function in a tech-driven environment.
** Background working with B2B clients and international teams.
** Exposure to post-incident review practices and continuous improvement methodologies.
** Experience with major incident communications and stakeholder management.
Why You`ll Love Working With Us:
** A culture of respect and belonging - We believe great work happens when everyone feels seen, heard, and valued.
** Inclusive and diverse environment - Different voices make us stronger. We celebrate who you are and what you bring to the table.
** Growth-driven mindset - Your development matters. We invest in your learning and career advancement every step of the way.
** Comprehensive health insurance - Your well-being comes first. Enjoy peace of mind with robust medical coverage.
** Fully covered meal expenses - Fuel your day with delicious meals, on us.
** Premium gym partnerships - Stay active and healthy with access to top-tier fitness facilities through our exclusive wellness partners.
If you`re excited about this opportunity and ready to join our international team, we`d love to hear from you. Please send your CV/resume to ta@nextgentech.com.ge and make sure to include the position title in the subject line. Due to the high volume of applications, our Talent Acquisition Team may not be able to respond immediately. However, shortlisted candidates will be contacted for the first interview within the coming weeks. We appreciate your interest and patience.
Privacy Notice - Processing of Personal Data:
By submitting your application, you consent to the processing of personal data as defined under the Law of Georgia on Personal Data Protection. Next Gen Technology Georgia LLC (Company ID: 405733426) will process your data exclusively for recruitment purposes. Your data will be stored securely for a maximum of 3 (three) years. If at any point you wish to have your data removed from our systems before the standard retention period of three years, you may request deletion by contacting us at ta@nextgentech.com.ge . Upon receiving your request, Next Gen Technology Georgia LLC will ensure your data is securely and permanently deleted in accordance with applicable data protection laws.
Diversity & Inclusion Statement:
At Next Gen Technology Georgia LLC, we are proud to be an equal-opportunity employer. We are committed to fostering an inclusive workplace where diversity is celebrated. We do not discriminate based on race, color, ethnicity, religion, gender, age, disability, sexual orientation, marital status, or political opinion. Employment decisions are based solely on merit, qualifications, and business needs.
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