Junior Problem Manager

Join our Product team as a Problem Manager and take ownership of the operational reliability loop. You will manage incidents, lead structured problem management processes, and provide 3rd-line support for complex production issues.

In this role, your focus is on analysing past incidents, recurring problems, and production signals (logs, metrics, traces) to identify patterns and root causes. This includes creating and prioritising problem backlog items, coordinating implementation with engineering and product stakeholders. You will also maintain clear and up-to-date known-issues documentation for Customer Care and internal teams, while continuously improving alert quality by reducing noise, increasing coverage, and strengthening overall on-call effectiveness.

Your Mission

• Act as incident commander for assigned incidents: coordinate resolution, communication, and timelines across teams. 

• Provide 3rd-line support by conducting deep-dive investigations for escalations requiring strong technical troubleshooting.

• Maintain accurate records of problems and known errors, ensuring timely and high-quality root cause analyses (RCA).

• Translate RCAs into actionable remediation tasks, agree priorities with stakeholders  and track execution through to verification.

• Improve monitoring and alerting: tune Grafana/Kibana/Sentry signals and PagerDuty routing to reduce alert fatigue and catch regressions earlier. 

• Create and maintain operational runbooks and known-issues articles to improve support and incident response speed.

Your Profile

• 1+ year experience in incident management, production support, or tech support.  

• Comfortable working in Jira-based workflows, with experience coordinating work across multiple stakeholders. 

• Hands-on experience with observability tools, such as Kibana/ELK, Grafana, and Sentry; familiarity with PagerDuty is a strong plus.

• SQL proficiency: ability to write and optimise queries using SELECT, JOIN, and GROUP BY.

• Basic programming literacy: write simple scripts and work with HTTP and JSON (e.g., make requests, interpret responses). 

• Good practical understanding of web fundamentals and where failures typically occur.

• Clear communication and structured thinking; able to operate with incomplete information and drive closure. 

• Confident written and reading proficiency in English for technical documentation.

• Awareness of compliance requirements in fintech environments (PCI DSS, SOC 2, DORA).

Why Join Vivid?

• We have a hybrid model in one of our offices, Limassol, or Almaty, or fully remote outside office locations.

• Competitive salary and benefits package (depending on location).

• Real growth prospects, significant responsibility, and the ability to make an immediate impact from day one.