Incident Management Specialist

About the role

The Incident Management Specialist is responsible for handling and resolving a wide range of incidents that affect customers and the organization. You will work closely with users, collect data, and ensure that each case is addressed promptly and professionally.

Key responsibilities

• Interact with customers via phone and email, providing clear explanations and support.
• Resolve complaints and maintain a high level of service quality.
• Manage and resolve high‑risk incidents such as conflict situations, sexual harassment cases, and criminal events.
• Process incoming user requests through the administrative panel.
• Collect and analyse incident data for reporting and trend identification.
• Propose improvements to reduce incident frequency and enhance resolution quality.

Required profile

• Excellent oral and written English communication skills.
• High stress resistance and ability to stay calm under pressure.
• Initiative‑taking and strong decision‑making capabilities during critical incidents.
• Comfort with handling large volumes of complex information.
• Team‑oriented mindset with strong collaboration skills.
• Previous experience with accidental or incident cases is a plus.

Required skills