Incident Management

TL;DR

Incident Management (Financial Services): Coordinating and driving incidents to restore normal service operations as quickly as possible, minimizing business disruption with an accent on the full incident lifecycle, timely resolution, and effective coordination. Focus on supporting financial services customers, particularly in ATM and banking environments, and contributing to service improvements through incident reporting and analysis.

Location: Belgrade, Serbia - Hybrid

Company

hirify.global, headquartered in Atlanta, is a leader in expanding financial access, optimizing the branch, improving operational efficiency and maximizing self-service availability for financial institutions and retailers across the globe.

What you will do

• Manage the end-to-end incident process including identification, logging, categorization, prioritization, diagnosis, escalation, resolution, and closure.
• Coordinate communication with users throughout the incident lifecycle.
• Collaborate with other service management processes including Change Management, Problem Management, Service Asset and Configuration Management, and Service Level Management.
• Manage ATM-related data and software support for financial customers.
• Create reports as requested by clients or supervisors.

Requirements

• Bachelor’s degree in a related field or equivalent experience.
• Proficiency with MS Office Suite.
• Customer service experience.
• Good understanding of telecommunications, networking, or IT solutions and products.
• Good coordination and organizational skills.
• Minimum B2 proficiency in German and English.

Nice to have

• Experience in ATM operations, bank operations, retail banking, or a similar financial services environment.
• Master’s degree.
• Relevant ITIL or service management certifications are preferred.

Culture & Benefits

• Private Health Insurance.
• Employee Referral Bonus Program.
• Wellbeing Resources and Baby Bonus.
• Life, Accident & Disability Insurance.
• Numerous opportunities for internal career pathing and advancement.
• Discounts for employees at hirify.global partners.