IT Incident support officer

6 days ago

Larnaca, Larnaka, Cyprus Worldwiders Full time

Job Description

We are looking for an IT Incident Support Officer to work for an award-winning Forex company, onsite in Larnaca, Cyprus 

Our client's company is expanding rapidly, driven by a culture of innovation and passion for finance and technology. They are an internationally acclaimed 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.  

The 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.
  • 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.

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)
  • Referral Bonus
  • Paid Time Off for Training & Education

Worldwiders Global Recruitment
Worldwiders is a global B2B recruitment company specializing in executive search and specialist recruitment, connecting top talent with prestigious opportunities worldwide. With over 6000 successful placements and 400+ partners across 40+ countries, we provide tailor-made recruitment solutions that drive both career growth and organizational success.

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