Technology & Operations - Incident & Problem Coordinator

<p><span><strong>Incident &amp; Problem Coordinator</strong></span></p><div><p><span><strong>About the role</strong></span></p></div><div><p><span>We are looking for a future focused Incident &amp; Problem Coordinator who will play a key role in strengthening the reliability and resilience of Banqsoft’s mission critical SaaS services. <br>This role goes beyond traditional incident coordination — it supports our shift toward preventive, data driven and continuously improving operational ways of working, fully aligned with Banqsoft’s future capability needs.</span></p></div><div><p><span>You will work closely across engineering teams, SaaS platforms, business stakeholders and external vendors, using a coordinative, facilitative and structured mindset. Your work will help ensure service stability today while reducing recurring issues tomorrow — always with customer impact and quality at the center.</span></p></div><div><p></p><figure><img src="data:image/png;base64,iVBORw0KGgoAAAANSUhEUgAAAAEAAAABCAYAAAAfFcSJAAAAAXNSR0IArs4c6QAAAARnQU1BAACxjwv8YQUAAAAJcEhZcwAADsMAAA7DAcdvqGQAAAALSURBVBhXY2AAAgAABQABqtXIUQAAAABJRU5ErkJggg==" alt="Shape" title=""></figure></div><div><p><span>What do we do and how your role would fit into it end-to-end Incident Coordination &amp; Ownership</span></p></div><div><ul><li><p><span>Lead P2 and complex P3 incidents end-to-end</span></p></li></ul></div><div><ul><li><p><span>Run war rooms and coordinate technical teams across functions and vendors</span></p></li></ul></div><div><ul><li><p><span>Ensure clear, timely and structured communication to stakeholders throughout incidents</span></p></li></ul></div><div><p><span>Problem Management &amp; Long Term Stability</span></p></div><div><ul><li><p><span>Facilitate root cause analyses (RCAs) and post incident learning</span></p></li></ul></div><div><ul><li><p><span>Track corrective and preventive actions to completion</span></p></li></ul></div><div><ul><li><p><span>Identify incident trends and systemic weaknesses across platforms and services</span></p></li></ul></div><div><ul><li><p><span>Support prioritization of long-term fixes over repeated short-term reactions</span></p></li></ul></div><div><p><span> Data Driven &amp; Preventive Operations</span></p></div><div><ul><li><p><span>Use incident data and reporting to highlight patterns, risks and improvement areas</span></p></li></ul></div><div><ul><li><p><span>Contribute to more proactive and preventive operational practices</span></p></li></ul></div><div><ul><li><p><span>Support regular incident and problem review forums with clear insights and outcomes</span></p></li></ul></div><div><p><span>Collaboration, Governance &amp; Continuous Improvement</span></p></div><div><div><ul><li><p><span>Work closely with engineering, operations, service management and product teams</span></p></li></ul></div><div><ul><li><p><span>Support structured incident/problem management processes across teams and countries</span></p></li></ul></div><div><ul><li><p><span>Help strengthen operational maturity, consistency and transparency</span></p></li></ul></div><div><p></p><figure><img src="data:image/png;base64,iVBORw0KGgoAAAANSUhEUgAAAAEAAAABCAYAAAAfFcSJAAAAAXNSR0IArs4c6QAAAARnQU1BAACxjwv8YQUAAAAJcEhZcwAADsMAAA7DAcdvqGQAAAALSURBVBhXY2AAAgAABQABqtXIUQAAAABJRU5ErkJggg==" alt="Shape" title=""></figure></div><div><p><span><strong>What you bring</strong></span></p><p></p></div><div><p><span><strong>Required</strong></span></p></div><div><ul><li><p><span>2–5 years of experience in Incident Management, Problem Management, operations, technical support or similar roles</span></p></li></ul></div><div><ul><li><p><span>Solid understanding of SaaS environments, monitoring and change processes</span></p></li></ul></div><div><ul><li><p><span>Strong communication, facilitation and coordination skills — especially under pressure</span></p></li></ul></div><div><ul><li><p><span>Ability to bring structure and clarity to complex and time critical situations</span></p></li></ul></div><div><ul><li><p><span>ITIL Foundation certification</span></p></li></ul><p></p></div><div><p><span><strong>Nice to have</strong></span></p></div><div><ul><li><p><span>Experience contributing to service reliability, operational governance or resilience initiatives</span></p></li></ul></div><div><ul><li><p><span>Exposure to RCA facilitation, trend analysis or incident reporting</span></p></li></ul></div><div><ul><li><p><span>Interest in preventive operations and continuous improvement practices</span></p></li></ul><figure><img src="data:image/png;base64,iVBORw0KGgoAAAANSUhEUgAAAAEAAAABCAYAAAAfFcSJAAAAAXNSR0IArs4c6QAAAARnQU1BAACxjwv8YQUAAAAJcEhZcwAADsMAAA7DAcdvqGQAAAALSURBVBhXY2AAAgAABQABqtXIUQAAAABJRU5ErkJggg==" alt="Shape" title=""></figure></div><div><p><span><strong>Why join us?</strong></span></p></div><div><ul><li><p><span>High impact role influencing service stability and customer trust across the organization</span></p></li></ul></div><div><ul><li><p><span>Opportunity to work closely with engineering, operations and product teams</span></p></li></ul></div><div><ul><li><p><span>Clear growth path toward senior coordination roles, service management, SRE adjacent roles or operational governance</span></p></li></ul></div></div><div><div><ul><li><p><span>A role for people who enjoy bringing structure to complexity and improving how work is done — not just reacting to issues</span></p></li></ul><p></p></div><div><p><span>If you thrive in dynamic environments and want to shape how incident and problem management evolves in a modern SaaS organization — we would love to hear from you.</span></p></div></div>