Incident Manager

About KX

KX is the temporal AI infrastructure for capital markets, giving AI a sense of time, so every decision is grounded in when data was true, not just what it says. The KX portfolio normalizes market data across 250+ venues, capturing, sequencing, and replaying events at nanosecond precision. We enable firms to eliminate data fragmentation, meet regulatory auditability requirements, and build AI systems that are fast, accurate, and defensible across trading, risk, and compliance.

Trusted by 8 of the top 10 global investment banks and serving $50 trillion+ in assets under management, KX is the essential infrastructure for the world's most demanding financial institutions. We serve leading organizations across aerospace and defense and high-tech manufacturing, with offices across North America, Europe, and Asia Pacific.

Overview Of The Role

KX is hiring an Incident Manager to help streamline incident management processes, improve customer communication during critical situations, and reduce the operational pressure on technical teams.

In this role, you'll sit at the centre of customer-facing incident coordination — ensuring timely communication, effective escalation, and smooth collaboration between customers, Monitoring, Product, and Engineering teams. You'll help drive incidents from initial detection through resolution while ensuring stakeholders stay informed and aligned throughout the process.

As part of the team, you'll establish structured incident management practices, improve operational workflows, track recurring issues, and contribute to building scalable processes as we expand our customer base.

This is a high-impact role for someone who thrives in fast-paced environments, can confidently manage critical customer situations, and enjoys bringing structure and clarity to complex operational challenges.

Skills

• Strong written and verbal English communication skills, with the ability to manage high-visibility customer communications.
• Strong incident management and prioritization skills.
• Ability to remain composed under pressure and handle critical customer situations.
• Strong understanding of support SLAs and support operations principles.
• Ability to coordinate cross-functional teams and drive issues through to resolution.
• Deep knowledge of the Release management process.

Essential Experience

• 3+ years of experience in incident, change, and problem management following ITIL practices.
• Hands-on experience managing P1 incidents.
• Experience owning customer communication during critical incidents, including updates, escalations, and closure.
• Experience maintaining incident timelines, impact assessments, action tracking, and stakeholder communication.
• Experience working with incident reporting, RCA documentation, and operational processes.
• Experience working with support, monitoring, or technical teams in an operational environment.
• Experience leading or coordinating a team of 3–5 people.

Preferred Qualifications

• Experience in the FinTech domain
• Awareness of Data Protection Regulations
• Experience with Jira, Confluence, or similar collaboration tools.
• Familiarity with monitoring and alerting tools such as Airflow, Sentry, or Grafana.

Key Responsibilities

• Continuously monitor customer emails, channels, and threads during agreed coverage hours.
• Together with Monitoring, identify emerging issues and notify the customers proactively. While monitoring focuses on raising the issues, incident manager focuses on customer communication side of activities in a proactive way.
• Maintain and lead incident comms: acknowledgement → interval updates → closure → tracking remediation items and reporting on resolution status continuously.
• Maintain incident records (timeline, impact, actions, owners, status).
• Support monitoring team with cross- team collaboration and proactive routing of the technical work to the right team and track to closure — without owning the fix.
• Initiate and facilitate pro-active P1 Customer calls based on needs, engaging team members required.
• Escalate on severity, SLA risk, or customer sentiment to the PM team.
• Track SLA breaches for incidents, escalate and speed up resolution.
• Ensure smooth release upgrades from the incidents’ perspective, analyze the gaps, and suggest improvements to the process.
• Managing incidents in connection with the releases as part of the release management process
• Handle simple cases end-to-end, removing them from the PM queue.
• In alignment with PMs and customer service tiers (priorities)improve prioritization process on the level of L1.
• Produce incident summaries, RCA and periodic reporting+ monthly/quarterly/yearly analysis and reporting (internal and external)
• Feed recurring patterns into monitoring coverage, run books and knowledge base.
• Scale incident management to the whole set of Customers.
• Participate in incident management automation via AI.
• Drive urgent change advisory boards for incident-related patches as part of the Customer release process.

Out of scope

• Technical resolution of issues.
• Security and data breaches (for the beginning, later -is needed with support of the technical leads).

Location & Workplace Type

This is a Hybrid role where you will work 3 days in our Yerevan office.

Why Choose KX

Data Driven: We lead with instinct and follow facts.

Naturally Curious: We lean in, listen, and learn fast.

All In: We take ownership, take on challenges and give it our all.

Benefits

• Competitive Salary
• Individually tailored training and skills development
• Private healthcare package and Employee Assistance Programme
• Enhanced maternity and paternity package
• Wellness Days and Volunteer Days