Position Overview: The Incident Response Team (IRT) plays a critical role in maintaining operational stability and efficiency within our organization. We are seeking individuals with a unique blend of technical expertise and strong soft skills to effectively manage and respond to incidents, collaborate with cross-functional teams, and uphold service reliability standards.

Key Responsibilities:

Soft Skills:

Analytical Thinking: Ability to analyze complex data and information to identify and understand underlying issues. Effective Communication: Proficient in oral and written English communication across various platforms (chat, status page updates, email, phone/video calls). Teamwork and Collaboration: Collaborate with product teams, understand service dependencies, and engage in effective problem-solving. Time Management and Organization: Plan and communicate maintenance schedules, manage major incidents, and coordinate activities. Problem and Change Management: Implement and adhere to problem and change management processes. Professionalism and Work Ethic: Demonstrate accountability, decision-making skills, and stress resistance in handling critical incidents. Access and Utilization of Services: Proficient in utilizing key tools such as PagerDuty, Aviatrix, monitoring dashboards (New Relic/Grafana/Kibana), Atlassian Suite (Confluence and Jira), Slack, Google Voice, and external vendor portals.

Technical Skills:

Version Control (Gitlab): Maintain and update code repositories, manage security patching, and facilitate CI/CD processes. Programming Languages: Proficient in Golang, Python, and shell scripting for troubleshooting and code adaptation.

Additional Responsibilities:

Maintain outage overview and coordinate learning reviews. Handle in-app notifications and external vendor escalations effectively. Engage in continuous learning and adaptation to emerging technologies and tools.

Qualifications and Experience:

Bachelor's degree in Computer Science, Information Technology, or related field preferred. Proven experience in incident management, preferably in a fast-paced environment. Strong understanding of cloud-based services and networking principles. Certification in relevant technologies (e.g., AWS, Azure, etc.) is a plus. Ability to thrive in a collaborative and dynamic team environment.

Attributes:

Detail-oriented with a proactive approach to problem-solving. Ability to adapt quickly to changing priorities and requirements. Excellent interpersonal skills with the ability to work effectively across teams and levels of the organization.

What We Offer:

Immediate start date (Asap) Competitive salary Performance-based bonuses 20% additional pay for night shifts worked between 9 pm and 6 am Mandatory on-site work for the first two months, then a hybrid model based on autonomy level and KPIs 40 hours per week, equivalent to 8 hours per day worked 24/7 Coverage, 2 days off with flexible shift and rest day arrangements Work on Tunisian public holidays with double pay for days worked, based on business needs Permanent contract (CDI), with 20 days of annual leave Paid 4-week training in the first month
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