Incident Manager

Welcome to MultiBank Group, a global financial pioneer established in 2005 in California and now proudly headquartered in Dubai, UAE. We specialize in delivering cutting-edge trading technology, unparalleled liquidity, and exceptional customer service. Our extensive range of financial products includes Forex, Metals, Shares, Indices, Commodities, and Cryptocurrency CFDs.

Join our thriving community of over 2 million clients across 100 countries, contributing to a daily trading volume exceeding US$ 35 billion. As a heavily regulated institution with oversight from 17+ financial regulators across 5 continents, and recipient of over 70 financial awards, MultiBank Group is devoted to innovation, excellence, and empowering our clients to achieve their financial goals.

Role Overview

The Incident Manager is responsible for leading the response to high-severity incidents, ensuring rapid restoration of services, minimizing customer impact, and driving long-term reliability improvements. The role requires strong technical understanding, calm decision-making under pressure, and the ability to coordinate cross-functional engineering teams during incidents.

Key Responsibilities

Incident Response & Management

• Lead incident calls from detection to resolution.
• Coordinate with SRE, DevOps, Infrastructure, Security, Engineering, Product and business teams during outages.
• Establish clear timelines, action items, and ownership during incidents.
• Assess customer impact, business risk, and escalation requirements.
• Ensure real-time communication to internal stakeholders and leadership.

Post-Incident Activities

• Drive post-incident review (PIR) process.
• Ensure root cause analysis (RCA) is completed within agreed timelines.
• Conduct post-mortems.
• Track long-term corrective actions (CAPAs) and ensure delivery.
• Identify systemic issues and reliability risks across platforms.

Stakeholder Communication

• Provide timely updates to management, product teams, and customer support.
• Prepare incident summaries for executive-level reporting.
• Communicate technical details in a clear, non-technical manner when required.

Process Governance

• Maintain incident management processes, policies, and escalation pathways.
• Ensure on-call rotation processes are effective and sustainable.
• Support compliance requirements (ISO, SOC, regulatory audits if applicable).

Qualifications & Skills

• 3–7+ years in SRE, DevOps, Production Support, or Incident Management.
• Demonstrated experience running high-severity incident bridges.
• Experience working in high-availability, real-time, or financial services environments (advantage).
• Strong understanding of distributed systems, cloud platforms (AWS/GCP/Azure), and container orchestration (Kubernetes).
• Familiarity with monitoring tools (Prometheus, Grafana, DataDog, ELK, Splunk, New Relic).
• Knowledge of CI/CD pipelines, microservices, and networking fundamentals.
• Ability to perform basic troubleshooting across backend services, databases, and infrastructure.

Why Join Us?

• Work with an industry-leading global financial institution.
• Competitive salary and comprehensive employee benefits.
• Opportunities for professional growth and career advancement.
• Collaborative, inclusive, and dynamic work environment.
• Commitment to innovation and professional excellence.

Become part of our international community at MultiBank Group, dedicated to excellence, innovation, and shaping the future of finance.