IT Incident Management Team Lead

We are TBC — a technology company where a bold and determined team creates customer-oriented services, products, and opportunities.

Through innovation and technology, we fulfill our mission and make people’s lives easier.

We support your growth, help you achieve your goals, and empower you to create your own success story — all that matters is that you believe.

We are looking for an Incident Management Team Lead to join our IT Client Support Department.

Education & Experience: 

• Bachelor’s or master’s degree in IT, Computer Science, Engineering, or a related field. 

• 5+ years of experience in IT service management, incident management, or problem management. 

• 3+ years of leadership/managerial experience in IT operations or support. 

• Experience with ITIL framework (ITIL 4 certification is mandatory). 

• Strong background in troubleshooting and root cause analysis in enterprise IT environments. 

Technical Skills: 

• In-depth knowledge of ITIL processes, particularly Incident and Problem Management. 

• Experience with ITSM (IT Service Management) tools like Jira Service Management, etc. 

• Strong understanding of IT infrastructure, including networks, servers, and applications. 

• Familiarity with monitoring tools to track and resolve incidents. 

  

Leadership & Soft Skills: 

• Strong leadership and team management abilities. 

• Excellent analytical and problem-solving skills. 

• Ability to handle high-pressure situations and make quick, informed decisions. 

• Strong communication skills for coordination between technical teams and business stakeholders. 

• Experience in managing escalations and crisis situations effectively. 

Responsibilities: 

• Lead the Incident Management team to ensure timely resolution of IT issues. 

• Develop and implement strategies to reduce recurring incidents. 

• Oversee major incident response, ensuring minimal business disruption. 

• Drive continuous improvement initiatives in IT service delivery. 

• Collaborate with cross-functional teams (IT operations, cybersecurity, development, Agile teams) to enhance system reliability. 

• Ensure incidents are properly logged, categorized, and prioritized. 

• Prepare reports and insights on incident trends, KPIs, and SLA adherence. 

• Ensure incidents are properly logged, categorized, and prioritized. 

• Ensure all incident management activities comply with organizational policies and regulatory requirements. 

• Maintain accurate and up-to-date records and documentation.

TBC processes the personal data of the candidate in order to determine the suitability of the candidate for the vacancy, in accordance with the requirements of the Law of Georgia on Personal Data Protection. Information about the candidate may also be processed to determine the suitability of the candidate for future vacancies. Information about the candidate is stored for a maximum of 3 years. In case you do not want further data processing, want to change or delete data, please follow the link and contact us through the communication channels located at the same link https://tbcbank.ge/en/privacy-policy

TBC shares its information with companies included in the TBC Bank Group PLC. Subsidiary companies also ensure personal data processing in accordance with the law. If you do not wish to share your data with TBC Group companies, please contact us at the same link https://tbcbank.ge/en/privacy-policy

TBC conducts the selection process of candidates in compliance with the requirements of the Law on the Elimination of All Forms of Discrimination and the principles of equal treatment of persons and eliminates discrimination against persons on any grounds.

If you see signs of discriminatory treatment, contact us: 032 2 27 27 27 *1998;

We will contact you only those who will pass the first stage of selection and will be granted candidate status.