Incident Manager

Scope

The Incident Manager is responsible for the structured management of critical incidents according to EVS standards impacting customer systems or internal services related to our broadcast equipment and platforms. This role ensures consistent application of EVS standards (ITIL based) aligned incident and change management processes, while facilitating efficient resolution, clear communication, and root cause analysis. The ideal candidate will bring strong service management capabilities, excellent coordination skills, and an understanding of the technical landscape within broadcast manufacturing and customer delivery.

Job Description

Incident Management (Primary Focus)

• Lead the response, restoration  and resolution of major incidents (P1/P2), ensuring minimal disruption to customer operations and internal services.
• Coordinate cross-functional technical teams to ensure correct practices and best service.
• Ensure incidents are documented and managed in accordance with EVS best practices - including right prioritation, categorization, functional escalation, and closure.
• Act as the main point of contact for internal stakeholders on incident support practices.
• Maintain and improve the Incident Management process, KPIs, and reporting structure.
• Backlog control, with focus on long lasting incidents.

Change Management Support

• Collaborate and follow-up with support teams and development to review and assess change requests.
• Support implementation of a formal Change Advisory Board (CAB) process to ensure changes are reviewed, tested, and approved before deployment.
• Track change-related incidents to identify process gaps.
• Promote EVS best practices in change planning, rollback strategy, and stakeholder communication.

Post-Incident Review and Continuous Improvement

• Drive post-incident reviews (PIRs) with relevant teams, ensuring root causes are documented and corrective actions are assigned.
• Identify patterns and recurring issues to support Problem Management and long-term service reliability.
• Recommend enhancements to monitoring, support tools, and diagnostic workflows based on incident learnings.
• Provide regular reports to leadership on incident trends, system availability, and change impact.

Profile

Experience & Skills:

• 3+ years of experience in Incident Management, service delivery, or technical operations in a technology or broadcast-related company.
• Solid knowledge of the ITIL framework, particularly around Incident, Change, and Problem Management.
• Demonstrated experience in facilitating cross-functional technical investigations and decision-making under pressure.
• Strong understanding of support workflows, SLAs, escalation paths, and customer communications.
• Familiarity with technical systems such as broadcast automation, encoding/transcoding platforms, media asset management, or IP-based video workflows.

Tools & Technologies:

• Experience using service management platforms (e.g., Jira Service Management, D365, or others).
• Working knowledge of monitoring and logging tools (e.g., Prometheus, Grafana, or similar).
• Comfort working in both on-premises and cloud environments (AWS, Azure).
• Experience in change control environments with CAB or RFC processes in place.

Cerrtifications (Preferred but not required):

• ITIL Foundation v4 (or higher).

Soft Skills

• Organized  who achieves high-quality deliverables, results-oriented
• Goal-oriented team player who communicates with and leverages peer knowledge
• Excellent communication skills, written and verbal
• Stress resistance; ability to manage crisis situations with grace and balance priorities
• Aligned with EVS values: Innovation, Passion, Excellence, Agility, Accountability, Teamwork, and Customer Success

Languages

• Fluent in English
• Any other language is an asset

Offer

Becoming part of the EVS team means receiving a competitive salary aligned with your skills and market standards, along with a wide range of wellness and healthcare benefits.

Our flexible schedules and hybrid working policies help support work–life balance. EVS also provides opportunities for career growth, internal mobility, and a broad range of training programs. You will join a friendly, lively, and inclusive environment that values motivation and ambition.

Visit our website to learn more about why you should join EVS!