Job Description

EGS Bulgaria is a leading-edge Tech. The company focused on delivering Products and Services for Large enterprises and FinTech.

With offices in Bulgaria (Sofia and Burgas), Armenia, Georgia, and other locations, EGS invests in developing cutting-edge, industry-specific solutions that serve its customers worldwide.

We are seeking an experienced Delivery & Incident Manager to manage incidents, releases, and operational processes, ensuring reliable service delivery across enterprise systems. The role involves coordinating cross-functional teams, driving continuous improvement, monitoring service performance, and supporting change and release management activities. Experience with ITIL practices and ITSM tools such as ServiceNow, Jira, Confluence, or Azure DevOps is preferred.

Qualifications

• Proven experience in IT Service Delivery, Incident Management, Release Management, or IT Operations.
• Strong understanding of ITIL processes (Incident, Change, Problem, and Release Management).
• Experience coordinating software releases, patches, and production deployments.
• Ability to manage major incidents and coordinate cross-functional teams during service disruptions.
• Strong stakeholder management and communication skills.
• Experience collaborating with development, QA, infrastructure, and operations teams.
• Knowledge of change management processes and risk assessment methodologies.
• Experience monitoring service performance and driving continuous improvement.
• Ability to prioritize multiple activities in fast-paced environments.
• Strong analytical and problem-solving skills.
• Experience creating and maintaining operational documentation and reports.
• Familiarity with ITSM and project management tools (ServiceNow, Jira, Confluence, Azure DevOps, etc.).
• Experience defining and tracking KPIs, SLAs, and operational metrics.
• Ability to lead incident reviews, root cause analyses, and post-implementation reviews.
• Strong organizational skills and attention to detail.
• Bachelor's degree in IT, Computer Science, Engineering, Business Information Systems, or a related field (preferred).
• ITIL Foundation certification or higher (preferred).

Additional Information

What we offer:

• Advanced health insurance package
• Food and gift vouchers
• Multisport card