IT Incident Manager

About Bitdefender

Bitdefender is a cybersecurity leader delivering best-in-class threat prevention, detection, and response solutions worldwide. Guardian over millions of consumer, enterprise, and government environments, Bitdefender is one of the industry’s most trusted experts for eliminating threats, protecting privacy, digital identity and data, and enabling cyber resilience. With deep investments in research and development, Bitdefender Labs discovers hundreds of new threats each minute and validates billions of threat queries daily. The company has pioneered breakthrough innovations in antimalware, IoT security, behavioral analytics, and artificial intelligence and its technology is licensed by more than 180 of the world’s most recognized technology brands. Founded in 2001, Bitdefender has customers in 170+ countries with offices around the world. For more information, visit https://www.bitdefender.com

Job Description

As an Infrastructure Incident Manager for the IT Incident Management Team, you will be reporting directly to the Incident Management Team Leader.

You will oversee the Incident Management process and support our internal clients in delivering high-service quality and satisfaction.

The right person will also be comfortable interfacing with clients and managing intricate and sensitive client relationships, ensuring they are fostering these relationships until resolution has been reached.

We expect the ideal candidate to contribute to our positive team culture by sharing our values:

• outstanding service to our customers, partners, and each other;
• respect, accountability, and excellence in everything we do.

In this process, you will act as a link between our internal clients’ needs and the IT Department by providing quality and operational Incident Management process and detailed descriptions or reports where necessary. You will thus be required to work closely with the IT Infrastructure support engineers, as well as Security and Application Teams, in a youthful and competitive environment, which will enrich your experience and broaden your perspective.

Requirements:

• Minimum 2-3 years of Incident Management experience;
• ITIL based framework experience;
• Ability to document information;
• Good knowledge of at least one monitoring system: Zabbix, Elastic Stack, Prometheus/Grafana, or other monitoring system solution;
• Basic knowledge of Web technologies: Protocols: HTTPS, TCP/IP, DNS, Nginx/Apache;
• Scripting: Bash/JavaScript/Python/Ansible;
• Basic knowledge of Networking technology: VPN/LAN/WAN, Firewalls, Load Balancers;
• Knowledge of Atlassian Suite – Confluence / Jira Service Desk / JIRA Software / JIRA Incident Management.