We are looking for an IT Incident Support Officer to work for an award-winning Forex company, onsite in Larnaca, Cyprus! 

Our client's company is expanding rapidly, driven by a culture of innovation and passion for finance and technology. They are an internationally acclaimed multi-asset broker, delivering cutting-edge trading tools, platforms, and conditions to traders worldwide. They are committed to innovation, transparency, and excellence in the financial markets.  

The Role:

• Monitor critical systems and respond to alerts in real-time.
• Log incidents, assess impact, and escalate based on severity and service criticality.
• Follow internal escalation policies and procedures and handle critical escalations efficiently.
• Track and report on KPIs related to incident volume, resolution time, and SLA compliance.
• Manage incident records, ensuring complete documentation of symptoms, actions taken, and resolution.
• Perform incident analysis and coordinate the creation of postmortem reports.
• Define and track action items for incident resolution and continuous improvement.
• Understand the structure and internal systems of a forex broker, including infrastructure, trading platforms, portals, and integrations.
• Work under defined SLAs and maintain high responsiveness to incidents.
• Participate in training across technical departments: Platform, Infra, DevOps, BI, Support.
• Identify and document recurring issues; propose automation and tooling enhancements.
• Develop a holistic view of operations and client interaction systems.
• Contribute to stability and resilience of core systems used across the company.

Requirements:

• BSc/BA in Computer Science, Information Technology, or a related field.
• Willingness to work in a structured 24/7 shift environment, including weekends and nights.
• Graduate applications are welcomed.
• Eagerness to learn how real-time systems and global infrastructure support forex operations.
• Strong analytical and troubleshooting skills with attention to technical detail.
• Ability to follow escalation procedures and remain calm under pressure during incident handling.
• Interest in incident tracking, reporting, and continuous improvement through postmortem analysis.
• Familiarity with basic IT operations concepts: monitoring tools, SLAs, ticketing systems (e.g. Jira, Zendesk).
• Excellent written and verbal communication skills in English.
• A team player mindset with a proactive approach to learning and supporting others.

Benefits:

• 22 days of Annual Leave (reaching up to 30 days per year based on years’ service)
• Comprehensive Health & Life Insurance (from day one!)
• Friday afternoons off in Summer (July & August)
• Birthday Leave
• Gym Membership (Larnaca)
• Referral Bonus
• Paid Time Off for Training & Education

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Worldwiders Global Recruitment
Worldwiders is a global B2B recruitment company specializing in executive search and specialist recruitment, connecting top talent with prestigious opportunities worldwide. With over 5000 successful placements and 400+ partners across 40+ countries, we provide tailor-made recruitment solutions that drive both career growth and organizational success.

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