Support Specialist - Incident Commander - Remote

Overview

Caseware is seeking a proactive Incident Commander to manage incident response within our SaaS operations, ensuring effective communication and driving resolution during incidents.

In Short

• Initiate and oversee incident response efforts in a 24/7 SaaS environment.
• Collaborate with cross-functional teams to manage incident handling.
• Drive teams to resolve incidents quickly and efficiently.
• Guide resolution strategies based on software and infrastructure landscape.
• Communicate updates and resolution plans to stakeholders.
• Track and report uptime metrics for transparency.
• Coordinate post-mortem sessions and document root causes.
• Implement proactive strategies to reduce risks.
• Participate in on-call rotation.

Requirements

• 5+ years of experience in managing critical incidents in SaaS environments.
• Knowledge of Cloud environments and AWS.
• Strong technical background in incident management.
• Proven leadership in incident resolution.
• Familiarity with JIRA and PagerDuty integrations.
• Excellent written and verbal communication skills.
• Ability to perform well under pressure.
• Strong English language communication skills.

Benefits

• Indefinite contract with legal benefits.
• Prepaid medicine and life insurance.
• Internet allowance and home office stipend.
• Competitive compensation above market average.
• 100% remote work environment.
• Opportunity to work for a growing global SaaS leader.
• Culture promoting independence and innovation.
• Mentorship by experienced professionals.
• Budget for training and personal growth.
• 5 Personal Time Off days per year.
• Sick Leave Top up to 100% salary from Day 3 to 90.