IT Incident Management Officer

Your role at HFM:

Monitor critical systems and respond to alerts in real-time.
Log incidents, assess impact, and escalate based on severity and service criticality.
Follow internal escalation policies and procedures and handle critical escalations efficiently.
Track and report on KPIs related to incident volume, resolution time, and SLA compliance.
Manage incident records, ensuring complete documentation of symptoms, actions taken, and resolution.
Perform incident analysis and coordinate the creation of postmortem reports.
Define and track action items for incident resolution and continuous improvement.
Understand the structure and internal systems of a forex broker, including infrastructure, trading platforms, portals, and integrations.
Work under defined SLAs and maintain high responsiveness to incidents.
Participate in training across technical departments: Platform, Infra, DevOps, BI, Support.
Identify and document recurring issues; propose automation and tooling enhancements.
Develop a holistic view of operations and client interaction systems.
Contribute to stability and resilience of core systems used across the company.

BSc/BA in Computer Science, Information Technology, or a related field.
Willingness to work in a structured 24/7 shift environment, including weekends and nights.
Graduate applications are welcomed.
Eagerness to learn how real-time systems and global infrastructure support forex operations.
Strong analytical and troubleshooting skills with attention to technical detail.
Ability to follow escalation procedures and remain calm under pressure during incident handling.
Interest in incident tracking, reporting, and continuous improvement through postmortem analysis.
Familiarity with basic IT operations concepts: monitoring tools, SLAs, ticketing systems (e.g. Jira, Zendesk).
Excellent written and verbal communication skills in English.
A team player mindset with a proactive approach to learning and supporting others.