Incident Management Squad Leader

Job Summary

A company is looking for a Squad Leader for the Incident Management & Support Team.

Key Responsibilities

• Lead a large support team, ensuring operational stability and effective incident management
• Oversee and improve incident management workflows, driving reductions in recurring issues and ensuring SLA adherence
• Act as a senior partner to stakeholders, managing expectations and reporting on incident resolutions

Required Qualifications

• Proven experience as a Senior Squad Leader, Scrum Master, or Delivery Lead in software and support environments
• Strong background in operational support and incident management (L2 and L3 workflows)
• Experience leading and developing large teams with a focus on coaching and mentoring
• Deep understanding of agile frameworks and scaling practices applied to support contexts
• Strong experience using Jira and agile delivery tooling for data-driven decision-making