IT Incident Support Officer

20 hours ago

Larnaca, Larnaka, Cyprus HFM Full time €25,000 - €40,000 per year

About HFM:

HFM is an internationally acclaimed multi-asset broker, delivering cutting-edge trading tools, platforms, and conditions to traders worldwide. We are committed to innovation, transparency, and excellence in the financial markets.

As we continue to expand, we are seeking a driven and strategic IT Incident Support Officer (24/7 Shift Rotation) to join our dynamic team.


Your role at HFM:

  • Monitor critical systems and respond to
    alerts in real-time.
  • Log incidents, assess impact, and
    escalate based on severity and service criticality.
  • Follow internal escalation policies and
    procedures and handle critical escalations efficiently.
  • Track and report on KPIs related to
    incident volume, resolution time, and SLA compliance.
  • Manage incident records, ensuring
    complete documentation of symptoms, actions taken, and resolution.
  • Perform incident analysis and
    coordinate the creation of postmortem reports.
  • Define and track action items for
    incident resolution and continuous improvement.
  • Understand the structure and internal
    systems of a forex broker, including infrastructure, trading platforms,
    portals, and integrations.
  • Work under defined SLAs and maintain
    high responsiveness to incidents.
  • Participate in training across
    technical departments: Platform, Infra, DevOps, BI, Support.
  • Identify and document recurring issues;
    propose automation and tooling enhancements.
  • Develop a holistic view of operations
    and client interaction systems.
  • Contribute to stability and
    resilience of core systems used across the company.


Requirements
  • BSc/BA in Computer Science, Information
    Technology, or a related field.
  • Willingness to work in a structured
    24/7 shift environment, including weekends and nights.
  • Graduate applications are welcomed.
  • Eagerness to learn how real-time
    systems and global infrastructure support forex operations.
  • Strong analytical and troubleshooting
    skills with attention to technical detail.
  • Ability to follow escalation procedures
    and remain calm under pressure during incident handling.
  • Interest in incident tracking,
    reporting, and continuous improvement through postmortem analysis.
  • Familiarity with basic IT operations
    concepts: monitoring tools, SLAs, ticketing systems (e.g. Jira, Zendesk).
  • Excellent written and verbal
    communication skills in English.
  • A team player mindset with a proactive
    approach to learning and supporting others.
Applicants must be eligible or have legal authorization to work in the country where the position is based.

Benefits
  • 22 days of Annual Leave (reaching up to 30 days per year based on years' service).
  • ​Comprehensive Health & Life Insurance (from day one).
  • Friday afternoons off in Summer (July & August).
  • Birthday Leave.
  • Gym Membership (Larnaca).
  • Paid Time Off for Training & Education.

Kick off an exceptional career with HFM and follow the
path to success

Sounds
like you? Come and
write the next chapter with us

All
applications will be treated as confidential.


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