Incident Management Specialist, CS Operations

Information about the position

We are looking for a detail-oriented and proactive Incident Management Specialist to join our dedicated team for a 2 year Fixed Term Contract. As our new Incident Management Specialist, you will be crucial in maintaining the stability and effectiveness of our services by monitoring, analysing, and swiftly responding to incidents. Your role is essential in ensuring that our Community Support teams receive the necessary support and information to deliver excellent service.

Join us in a dynamic environment where your contributions will support continuous improvement and incident prevention strategies to elevate the overall customer experience.

In this position, you’ll 

• Continuously monitor active incidents and accurately log them, categorising by market and service provider;
• Utilise tools like Grafana, SQL and internal systems for real-time ticket analysis;
• Identify potential issues and escalate early warnings to the Product teams efficiently;
• Provide clear, concise ticket handling instructions to Community Support teams, ensuring quick communication flow;
• Update deflection tools and communicate incident status and recommendations to Community Support teams;
• Actively support Community Support teams in incident investigations and propose preventive actions to address root causes;
• Collaborate with relevant teams to resolve member technical issues swiftly;
• Maintain thorough documentation of incidents, including calculating their impact on Community Support operations using Looker;
• Collaborate with internal stakeholders to support continuous process improvement and incident prevention, supplying valuable data for decision-making;
• Ensure up to date incident guidance that is aligned with Community Support policies.

About you 

• Proven experience in incident management or a related customer support role;
• Able to work collaboratively in a fast-paced environment, with a focus on delivering practical solutions;
• Resilient in adapting to changing priorities and a dynamic operational environment;
• High attention to detail to identify and address repetitive patterns and issues, supported by analytical thinking;
• Experienced using monitoring and analysis tools like Google sheets, Grafana, SQL, and Looker;
• Excellent written and verbal communication skills to convey information clearly and effectively to diverse stakeholders;
• English language proficiency, both written and spoken, to enable clear and concise communication.

Work Perks

•  
  • The opportunity to benefit from our share options programme
  • 25 working days of holiday
  • Access to all the tools & tech needed for work
  • Home office support: we provide IT workstation equipment and a personal budget of up to €540 for home workplace furniture
  • Private health insurance
  • Digital mental and emotional health support and Employee Assistant Program (EAP)
  • Frequent team-building events
  • A personal monthly budget for shopping on Vinted
  • The opportunity to spend up to 90 days per year - 21 of which can be spent working outside of the EU - on workation
  • A dog-friendly office
  • In Vilnius office: Gym & in-house meals at friendly prices
  • In Kaunas office: a monthly lunch allowance, and a once-a-week provided in-house lunch and breakfast

Working at Vinted 

Individual Learning Budget

We invest in your professional growth! As part of our commitment to continuous learning, we offer an annual learning budget to support your personal and career development through courses, certifications, workshops and more.

Equal Opportunity

The Vinted Group is committed to building an inclusive workplace where people from all walks of life feel a sense of belonging. We welcome applications from people of all backgrounds, identities and life experiences. At Vinted, all applicants are treated fairly without regard to their race, age, religion or belief, sex, national origin, citizenship, gender identity, sexual orientation, disability, or any other protected characteristic.

The salary range for this position is € 1800 - € 24300 gross per month.