Welcome to the company, 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, the company is devoted to innovation, excellence, and empowering our clients to achieve their financial goals.
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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:
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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.
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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.
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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.
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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 the company, dedicated to excellence, innovation, and shaping the future of finance.
