IT Incident Manager

At myPOS, we’re all about helping businesses grow and get paid. We make payments simple, smart, and accessible for everyone, but we’re more than just payment solutions – myPOS is a partner in growth. From free multicurrency accounts to powerful e-commerce tools, we’re here to support business owners of all sizes and everyone out there who dreams of starting their own business.

As we are expanding our team, we’re looking for IT Incident Manager to help us make a real difference in the Fintech industry. Ready to join us and shape the future of payments? Let’s make it happen!

About the role:

As IT Incident Manager you will be responsible for managing the lifecycle of all IT incidents. They ensure that incidents are resolved efficiently, minimizing downtime and impact on the business. This role requires a proactive individual with strong problem-solving skills, excellent communication abilities, and the capacity to lead cross-functional teams in high-pressure situations. The role involves coordinating with different teams, conducting root cause analyses, and improving Incident management processes. The successful candidate will act as a key liaison between IT teams and business stakeholders to ensure seamless communication and resolution of IT incidents.

What you’ll do:

• Oversee the end-to-end management of IT incidents, ensuring timely resolution to minimize business impact, and act as the point of escalation for major incidents.
• Coordinate and communicate incident response activities with internal and external stakeholders, including senior leadership.
• Facilitate post-incident reviews, ensuring that root cause analysis (RCA) and corrective actions are documented, while driving process improvement and incident prevention.
• Maintain and enhance the Incident Management process, aligned with ITIL best practices, to detect and address potential issues before they impact the business.
• Develop and maintain procedures, documentation, and comprehensive business continuity plans to ensure the robustness and reliability of IT systems during disruptions.
• Track and improve incident management KPIs, such as Mean Time to Resolution (MTTR), by identifying trends in recurring incidents and implementing solutions.
• Provide regular updates to stakeholders and senior management during high-severity incidents, while preparing and distributing post-resolution reports.
• Maintain real-time incident status updates through management tools and ensure alignment of business continuity strategies across departments.
• Collaborate with Technology teams to investigate root causes and drive effective incident resolution.
• Conduct regular drills, simulations, stress tests, and failure injection exercises to improve system reliability and response capabilities.
• Ensure timely escalation of incidents to relevant technical teams and management based on impact and urgency.
• Lead incident bridge calls to coordinate resolution efforts among various technical support teams.

This role is perfect for you if you have: 

• Bachelor’s degree in Computer Science, Information Technology, or related field (preferred).
• 3-5+ years of experience in IT Service Management or a similar role, ideally within Incident or Problem management.
• Hands-on experience managing major IT incidents in large-scale environments.
• Strong understanding of IT infrastructure, applications, and network principles.
• Experience with Incident management tools (Jira or similar platforms).
• Knowledge of ITIL framework; ITIL certification (Foundation or higher) is highly preferred.
• Excellent communication and interpersonal skills to work effectively across different teams and manage stakeholder expectations.
• Strong decision-making capabilities, especially under pressure.
• Analytical mindset with the ability to conduct thorough root cause analysis and implement corrective actions.
• Organizational skills and ability to manage multiple tasks simultaneously.
• Experience with reduction in incident resolution times (MTTR), increase in first-time resolution rates, and improvement in stakeholder satisfaction.
• Ability to manage multiple incidents simultaneously and prioritize based on business impact.
• Experience in working in Agile or DevOps environments is a plus.
• A personal style that demonstrates authority, commitment and consistency, and inspires trust and confidence.
• Fluency in English

Why you should join myPOS:

• Vibrant international team operating in hi-tech environment
• Annual salary reviews, promotions and performance bonuses
• myPOS Academy for upskilling and training
• Unlimited access to courses on LinkedIn Learning
• Annual individual training and development budget
• Refer a friend bonus as we know that working with friends is fun
• Teambuilding, social activities and networks on a multi-national level

What we offer:

• Excellent compensation package
• 25 days annual paid leave (+1 day per year up to 30)
• Full “Luxury” package health insurance including dental care and optical glasses
• Meal vouchers of 200 BGN per month
• Fully covered Multisport card
• Free coffee, snacks and drinks at the office

Who we are:

Since 2014 we’ve been all about making payments easier and more accessible for businesses of all shapes and sizes. Whether you’re at the counter, selling online, or on the move, we’ve got businesses covered with smart, accessible and affordable solutions that keep things easy.

Our mission? It’s simple. Help businesses get paid by taking advantage of modern tech and innovative ideas, so payment challenges are a thing of the past.

Pro tip:

Take it easy about meeting every requirement – this job description is just that, a job description! Even if you don’t tick every box, we want you to apply anyway! This is your chance to grow, learn, and build your career with us. We value potential over perfection, and we are all about mutual growth!

Apply by filling in the form below and send your CV in English!

myPOS is committed to providing equal employment opportunities. All qualified candidates will be considered for employment without discrimination based on age, ancestry, color, marital status, national origin, physical or mental disability, medical condition, veteran status, race, religion, sex, sexual orientation, gender identity or expression, or any other characteristic protected by applicable laws, regulations, and ordinances.

Your application will be confidentially reviewed in line with the General Data Protection Regulation (GDPR). Personal information will be used solely for the job application and will be stored for a period needed by the application process. Only short-listed candidates will be contacted. Good luck!