myPOS is an innovative fintech company serving small and medium-sized business clients across the European Economic Area, Switzerland and the UK. It provides easy and convenient in-store, online and on-the-go payment solutions to more than 200,000 businesses in over 35 European countries. With 20 locations across Europe, myPOS boasts a team of nearly 750 employees.

As we continue shaping the future of payments, we are looking for an experienced IT Incident Manager to join our growing team.

As IT Incident Manager you will be responsible for managing the lifecycle of all IT incidents. They ensure that incidents are resolved efficiently, minimizing downtime and impact on the business. This role requires a proactive individual with strong problem-solving skills, excellent communication abilities, and the capacity to lead cross-functional teams in high-pressure situations. The role involves coordinating with different teams, conducting root cause analyses, and improving incident management processes. The successful candidate will act as a key liaison between IT teams and business stakeholders to ensure seamless communication and resolution of IT incidents.

What you’ll do:

• Oversee the end-to-end management of IT incidents, ensuring timely resolution to minimize business impact, and act as the point of escalation for major incidents.
• Coordinate and communicate incident response activities with internal and external stakeholders, including senior leadership.
• Facilitate post-incident reviews, ensuring that root cause analysis (RCA) and corrective actions are documented, while driving process improvement and incident prevention.
• Maintain and enhance the Incident Management process, aligned with ITIL best practices, to detect and address potential issues before they impact the business.
• Develop and maintain procedures, documentation, and comprehensive business continuity plans to ensure the robustness and reliability of IT systems during disruptions.
• Track and improve incident management KPIs, such as Mean Time to Resolution (MTTR), by identifying trends in recurring incidents and implementing solutions.
• Provide regular updates to stakeholders and senior management during high-severity incidents, while preparing and distributing post-resolution reports.
• Maintain real-time incident status updates through management tools and ensure alignment of business continuity strategies across departments.
• Collaborate with technical teams and the Problem Management team to investigate root causes and drive effective incident resolution.
• Conduct regular drills, simulations, stress tests, and failure injection exercises to improve system reliability and response capabilities.
• Ensure timely escalation of incidents to relevant technical teams and management based on impact and urgency.
• Lead incident bridge calls to coordinate resolution efforts among various technical support teams.

What you bring:

• Bachelor's degree in Computer Science, Information Technology, or related field (preferred).
• 3-5+ years of experience in IT Service Management or a similar role, ideally within incident or problem management.
• Hands-on experience managing major IT incidents in large-scale environments.
• Strong understanding of IT infrastructure, applications, and network principles.
• Experience with incident management tools (ServiceNow, Jira, or similar platforms).
• Knowledge of ITIL framework; ITIL certification (Foundation or higher) is highly preferred.
• Excellent communication and interpersonal skills to work effectively across different teams and manage stakeholder expectations.
• Strong leadership and decision-making capabilities, especially under pressure.
• Analytical mindset with the ability to conduct thorough root cause analysis and implement corrective actions.
• Highly organized and able to manage multiple tasks simultaneously.
• Reduction in incident resolution times (MTTR), increase in first-time resolution rates, and improvement in stakeholder satisfaction.
• This role may require occasional on-call support and the ability to work outside regular business hours during major incidents.
• Ability to manage multiple incidents simultaneously and prioritize based on business impact.
• Experience in working in Agile or DevOps environments is a plus.
• A personal style that demonstrates authority, commitment and consistency, and inspires trust and confidence
• Fluent in English

Why you should join myPOS:

• Vibrant international team operating in hi-tech environment
• Annual salary reviews, promotions and performance bonuses
• myPOS Academy for upskilling and training
• Refer a-friend bonus as we know that working with friends is fun
• Individual training and development budget
• Teambuilding, social activities and networks on multi-national level

What we offer: 

• Excellent compensation package
• 25 days annual paid leave (+1 day per year up to 30)
• Full “Luxury” package health insurance including dental care and optical glasses
• Meal vouchers of 160 BGN per month 
• Onsite fitness, bowling, and relax areas (Varna) or free of charge Multisport card (Sofia)
• Free coffee, snacks and drinks at the office

About us:

Founded in 2014, the myPOS platform gives micro businesses and SMEs everything they need to accept payments and manage various aspects of their business, including selling remotely, accelerating cash flow and enabling e-commerce. Business owners receive a free multicurrency merchant account and dedicated IBAN per currency, a business debit card, digitised business management capabilities, and a powerful platform to help them sell anywhere.

In 2024, myPOS was acquired by Advent International, one of the largest and most experienced global private equity investors. With Advent’s help, myPOS has ambitious plans to accelerate its growth and capture the opportunities of the market to become the leader in the SME payment industry.

For its continued innovation in payments, myPOS has won many prestigious awards including Best Business Payments System at the PayTech Awards in 2024, the Point of Sale Innovation at FinTech Breakthrough in 2023 and 2024, and Best Use of Mobile by FStech in 2022. For more information, please visit www.mypos.com.

Apply by filling in the form below and send your CV in English!

myPOS is committed to providing equal employment opportunities. All qualified candidates will be considered for employment without discrimination based on age, ancestry, colour, marital status, national origin, physical or mental disability, medical condition, veteran status, race, religion, sex, sexual orientation, gender identity or expression, or any other characteristic protected by applicable laws, regulations, and ordinances.

Your application will be confidentially reviewed in line with the General Data Protection Regulation (GDPR). Personal information will be used solely for the job application and will be stored for a period needed by the application process. Only short-listed candidates will be contacted. Good luck!