Incident Management Lead

Are you the kind of engineer who does not just fix the problem in front of you, but asks why it happened and makes sure it cannot happen again? At Telavox, that mindset is exactly what this role is built around.

Telavox is a fast-growing digital telco combining the reliability of telecom with the agility of SaaS. Our platform serves operators across Europe and the Middle East with high uptime expectations and no patience for the same incident twice. We are now looking for an Incident Management Lead who combines deep technical ability with real process ownership — someone who can coordinate a response under pressure and drive the improvements that make the next incident less likely.

About the job

As Incident Management Lead, you are the process owner for how Telavox handles incidents affecting our operator clients. During active incidents, you act as Incident Commander, coordinating response across support, engineering, and relevant stakeholders. Between incidents, you are focused on making sure the same problems do not happen twice — through automation, better tooling, sharper runbooks, and structured post-mortems that actually lead somewhere.

You will be part of a rotating 24/7 on-call schedule, shared across a team of 4–5 incident-trained colleagues within the Service Operations Center — approximately one week per month. We believe the best incident process ownership comes from being close to the reality of incidents, not just overseeing them from a distance.

When not engaged in incident management, you operate as a Tech Support Engineer, acting as a senior technical resource within the Service Operations Center team.

Your day-to-day work includes:

Leading incident response as Incident Commander, coordinating across teams and driving issues to resolution

Ensuring clear, timely, and professional communication to operator clients throughout every incident — status updates, root cause summaries, and resolution confirmations

Facilitating post-mortem reviews fo