IT Incident Support Officer

3 days ago

Larnaca, Larnaka, Cyprus IT Jobs Worldwide Full time €30,000 - €60,000 per year

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

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

Your role:

  • 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. Graduate applications are welcomed.
  • Willingness to work in a structured 24/7 shift environment,
    including weekends and nights
    .
  • 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.

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
  • Paid Time Off for Training & Education.

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