Incident Specialist

At SOFMEDICA, we are a purpose-driven healthcare technology group dedicated to making cutting-edge medical innovations accessible to patients across New Europe.

Our people drive our impact. Together, we are shaping the future of healthcare — and making a real difference in patients’ lives every day.

We're growing our team and are looking for a passionate Incident Specialist to lead our organization's incident management capabilities and drive operational excellence across our IT infrastructure. This role focuses on both preventive measures and rapid response coordination, ensuring reliability, security, and continuous availability of business-critical systems. 
 
The Incident Specialist will be responsible for keeping our IT systems running smoothly and preventing problems before they disrupt the business. This role is focused on maintaining business continuity by monitoring system health, coordinating with IT teams and vendors, and leading the response when things go wrong. You'll spend most of your time managing the steady flow of IT requests and analyzing performance data, and preventing incidents through careful monitoring and analysis, with the expertise to quickly coordinate solutions when issues arise. 

• Lead cross-functional incident response efforts when service disruptions occur, coordinating technical teams to restore operations quickly and ensure root cause analysis is completed  

• Oversee the complete lifecycle of IT work tickets from submission through resolution, ensuring efficient routing and timely completion 

• Monitor daily IT operations through dashboards, reports, and system alerts to maintain visibility on service health and performance 

• Coordinate workflow between internal IT specialists and external vendors to optimize resource utilization, and service delivery with defined quality metrics 

• Analyze ticket trends and system metrics to identify recurring issues and opportunities for preventive action; Perform first line analysis of the incident before escalating  

• Document and Maintain IT knowledge base such as processes, user guides 

• Maintain knowledge management systems and process documentation to improve consistency and reduce resolution times 

• Facilitate regular operational reviews with IT teams and vendors to address performance issues and service improvements 

• Communicate service status and operational updates to business stakeholders, translating technical details into business impact  

• Ensure compliance with security and regulatory requirements in all IT service activities and incident response procedures 

• Support change management, and incident management processes by coordinating implementation activities and monitoring for unexpected impacts 

• 3 years of experience in IT operations, service desk management, or technical coordination roles  
• Bachelor’s degree in computer science, Information Technology, or a related field  
• ITIL practical experience or other IT service management framework training 
• Knowledge and practical experience with ITIL framework 

• Hands-on experience with IT service management processes and ticketing systems  

• Strong analytical skills with ability to interpret performance data and identify operational trends  

• Proven track record of coordinating activities across multiple technical teams and external service providers  

• Solid technical foundation in networking, system administration, and enterprise software applications  

• Experience with Microsoft 365 ecosystem and common business productivity tools  

• Knowledge of information security practices and regulatory compliance requirements  

• Excellent interpersonal skills for building collaborative relationships with diverse stakeholders  

• Ability to manage competing priorities and adapt quickly when operational focus needs to shift  

• Strong written and verbal communication skills for documentation and stakeholder updates  

• Problem-solving mindset with attention to detail and commitment to operational excellence 

• Self-driven, calm, person of character, kind, positive 

• Mission-driven, innovative, and ethical culture
• Opportunity to work with cutting-edge medical technologies that save lives
• Collaborative, international team
• Learning & career path