Incident Management Lead

Are you the kind of engineer who does not just fix the problem in front of you, but asks why it happened and makes sure it cannot happen again? At Telavox, that mindset is exactly what this role is built around.

Telavox is a fast-growing digital telco combining the reliability of telecom with the agility of SaaS. Our platform serves operators across Europe and the Middle East with high uptime expectations and no patience for the same incident twice. We are now looking for an Incident Management Lead who combines deep technical ability with real process ownership — someone who can coordinate a response under pressure and drive the improvements that make the next incident less likely.

As Incident Management Lead, you are the process owner for how Telavox handles incidents affecting our operator clients. During active incidents, you act as Incident Commander, coordinating response across support, engineering, and relevant stakeholders. Between incidents, you are focused on making sure the same problems do not happen twice — through automation, better tooling, sharper runbooks, and structured post-mortems that actually lead somewhere.

You will be part of a rotating 24/7 on-call schedule, shared across a team of 4–5 incident-trained colleagues within the Service Operations Center — approximately one week per month. We believe the best incident process ownership comes from being close to the reality of incidents, not just overseeing them from a distance.

When not engaged in incident management, you operate as a Tech Support Engineer, acting as a senior technical resource within the Service Operations Center team.

Your day-to-day work includes:

• Leading incident response as Incident Commander, coordinating across teams and driving issues to resolution

• Ensuring clear, timely, and professional communication to operator clients throughout every incident — status updates, root cause summaries, and resolution confirmations

• Facilitating post-mortem reviews for significant incidents, tracking remediation actions to completion and holding owners accountable

• Identifying recurring failure patterns and driving initiatives to eliminate root causes permanently

• Driving automation of detection, alerting, and initial triage to reduce manual effort and time-to-detect

• Developing and maintaining incident runbooks, escalation playbooks, and response checklists

• Together with your leader, the Service Operation Center Manager, support the team of incident specialists: Train them in incident management processes, guide them in incidents, and recruit team members to the on-call schedule

• Supporting colleagues on complex technical cases and contributing to the team knowledge base

You stay calm and structured when the pressure is on. You communicate with precision — adapting depth and tone for a technical team in one moment and an operator client in the next. And when an incident is closed, you are the person asking what needs to change so it does not happen again, and you engage with our engineering teams to make improvements happen.

You take ownership naturally. Not in a way that creates friction, but in a way that means things actually get resolved.

We are looking for someone with:

• Demonstrated experience in incident management, site reliability, or technical operations — ideally in a telecom, SaaS, or platform environment

• Strong understanding of incident management frameworks and structured response processes

• Experience working with operators, carriers, or similarly demanding enterprise clients with high uptime expectations

• Hands-on experience with monitoring, alerting, and observability tooling

• Ability to analyse API integrations, SIP call flows, and backend system behaviour to identify root causes

• Experience driving post-mortem processes and cross-functional remediation programmes

• Experience from working with technical support for enterprise clients

• Willingness to be on a rotating on-call schedule approximately one week per month

• Fluent English, written and spoken. Additional languages relevant to operator markets are a plus

Since Telavox's journey started in 2002, we have strengthened our position as the leading forward-thinking communication platform for businesses. As a digital mobile operator, we develop and own our all-in-one communication platform, which integrates telephony, PBX, messaging, meetings, and contact centers, giving businesses a smarter way to connect.

Today, we’re a thriving company with 1.9 billion SEK in revenue and 500+ Telavoxers across nine countries. We embrace AI and automation to push the boundaries of business communication.

We offer flexible work options and adaptable hours, giving you the freedom to balance life and career while staying connected to our vibrant Telavox culture.

Read more about our new HQ in Malmö 🏠!

At Telavox, we don't focus on fitting in; we focus on making room for everyone.

We’re always on the lookout for great talent, so applications are reviewed continuously. If you're ready to be part of an innovative, AI-driven telecom company, apply today with your CV and cover letter in English. 

For any questions, feel free to reach out to HR Business Partner Victoria Schmitz at victoria.schmitz@telavox.com

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