Incident Manager IV

Airtel Africa; City Of London; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A multinational telecommunications company in London is seeking an Incident Manager IV to drive investigations of production issues in their SaaS application, enhancing customer satisfaction and service quality. The ideal candidate has 8+ years of IT experience, with strong technical and analytical skills. Responsibilities include investigating issues, creating reports, and facilitating communication between teams. A proactive approach to improving service quality is essential.

Qualifications

• 8+ years of IT experience (SRE, Sysadmin, Developer, QA, Technical Support, or similar).
• Basic understanding of cloud-hosted application architectures.
• Proficiency with project management/documentation tools like Jira and Confluence.
• Excellent written and verbal communication in English.

Responsibilities

• Investigate production issues raised by customers, Support, and Engineering.
• Act as a liaison between Support and Engineering to facilitate RCA and drive improvements.
• Prepare incident analysis reports with Engineering inputs.

Skills

Customer empathy

Technical expertise

Analytical skills

Troubleshooting skills

Collaboration skills

Education

University degree in a relevant field

Tools

Jira

Confluence

AWS

SQL

Datadog

Postman

Kibana

Job description

As Incident Manager IV, you will be the link between our Support, Engineering, and Infrastructure teams. You will drive the investigation of production issues in our SaaS application (built on Spring-based microservices, ML models, and data pipelines hosted on AWS) and report findings to stakeholders. This role directly impacts product quality and customer experience. We are looking for someone with strong customer empathy, technical expertise, and a passion for improving service quality.

Your contributions will enhance customer satisfaction by ensuring timely resolution and reporting of product issues. You will also support Sales teams with technical insights into infrastructure during RFP processes.

Responsibilities:

• Investigate production issues raised by customers, Support, and Engineering.
• Act as a liaison between Support and Engineering to facilitate RCA and drive improvements.
• Create and track problem tickets in Jira.
• Prepare incident analysis reports with Engineering inputs.
• Perform log file analysis using Datadog.
• Debug REST API calls for investigations.
• Execute SQL queries for data-driven insights.
• Maintain knowledge base articles in Confluence.
• Participate in security audits (PCI DSS, ISO 27001 SOC2) and provide evidence.

Requirements:

• 8+ years of IT experience (SRE, Sysadmin, Developer, QA, Technical Support, or similar).
• University degree in a relevant field.
• Strong analytical, troubleshooting, and collaboration skills.
• Basic understanding of cloud-hosted application architectures.
• Data analysis skills - dashboard creation and interpretation.
• Proficiency with Jira and Confluence for project management/documentation.
• Excellent written and verbal communication in English.
• Knowledge of AWS or other cloud infrastructure.
• Experience with REST API tools like Postman.
• Hands-on with logging/monitoring tools (Kibana, Datadog).
• SQL, Linux, and Networking experience.
• Willingness to upskill and adopt new technologies.

Nice-to-Have:

• Exposure to ML concepts and LLMs.
• Experience with Git, Jenkins, or similar CI/CD tools.
• Bash scripting for Linux.
• Programming knowledge (Java, Python, JavaScript, Go).
• Familiarity with Docker, Microservices, and cloud security.
• Prior work in PCI DSS environments.