As a technology leader in a future-focused group of companies — including Pulse Point, VibeSync Support, Mountain Breeze, and — Next Gen Technology is at the forefront of digital innovation.

We don’t just build software — we craft smart, scalable solutions that power business success.

If you’re passionate about tech recruitment, strategic hiring, and making a real impact, this is where your next big opportunity begins.

Why We Need You

The Incident Manager will be responsible for ensuring the efficient resolution of IT service disruptions, minimizing business impact, and maintaining high levels of service availability. This role involves coordinating technical teams during critical incidents, managing communication with stakeholders, and implementing continuous improvement practices in a global environment.

What You’ll Be Doing

     • Always on top of any major incident and oversee the entire process from detection            to  resolution.

• Facilitate bridge calls with relevant teams during major incidents and potential critical issues.
• Maintains quality handling of Jira tickets, from creation to closure. Constant follow-up on open tickets as necessary.
• Maintain detailed incident records and ensure PIRs are conducted.
• Collaborate with Problem Management to identify root causes and recurring issues.
• Awareness on any production activities and understand the impact of all project deploymentand change implementation on both technical and business KPIs.
• Engage leads and managers in constantly driving continuous improvement on their teams.
• Work closely with SRE and SD to quickly identify issues that need to be escalated to the relevant teams/3rd party providers.
• Ensure concise and accurate incident advisories are sent on time.
• Ensure timely updates to the Senior Management about the progress of the major incidents. 
• Recommend or work with managers and leads to create, update or maintain Alert Policy or Rules in Event Management System depending on the integration and their triggers/priorities.
• Coordination of major and minor incident investigations using JIRA Service Management and different ticketing platforms of service providers.
  • Provide proper handovers about the issues and activities that the next shift needs to be aware of.
  • Perform administrative duties of Team Lead i.e. shift rotation scheduling preparation.

What You Bring to the Team

• Bachelor’s degree in computer science or any related technical field.
• 3+ years of experience in Incident Management, Change and Problem Management Process
within complex and global IT environments.
• Experienced in ITIL methodologies, end-to-end support and/or related practice.
• Background in communication tools and platforms i.e. Slack, Statuspage, Skype and others.
• Experience working with incident management systems and network / infrastructure / application monitoring tools.
• Exceptional business communication skill in speaking and writing.
• Possess people management and organizational skills.
• Critical thinker and provide sound judgment in every situation.

Why You’ll Love Working With Us

• Culture of respect and belonging – We believe great work happens when everyone feels seen, heard, and valued.
• Inclusive and diverse environment – We celebrate who you are and what you bring to the table.
• Growth-driven mindset – We invest in your learning and career advancement.
• Comprehensive health insurance – Your well-being comes first.
• Fully covered meal expenses – Fuel your day with delicious meals.
• Premium gym partnerships – Stay active with access to top-tier fitness facilities.

If you’re excited about this opportunity and ready to join our international team, we’d love to hear from you.

Due to the high volume of applications, only shortlisted candidates will be contacted for interviews within the coming weeks. Thank you for your interest and patience.

Privacy Notice – Processing of Personal Data

By submitting your application, you consent to the processing of personal data as defined under the Law of Georgia on Personal Data Protection. Next Gen Technology Georgia LLC (Company ID: 405733426) will process your data exclusively for recruitment purposes and store it securely for up to three (3) years. You may request early deletion by contacting us at ta@nextgentech.com.ge.

Diversity & Inclusion Statement

At Next Gen Technology Georgia LLC, we are proud to be an equal opportunity employer. We foster an inclusive workplace where diversity is celebrated. All employment decisions are based on merit, qualifications, and business needs — never on personal characteristics or beliefs.