Service Integration Lead

EPAM·Czech Republic·Удалённо, Офис·1 нед. назад

We are looking for a Service Integration Lead to own end-to-end service integration and cross-tower orchestration, run the Major Incident Management (MIM) process and act as a single point of accountability for service governance.

Responsibilities

Design, operate, and mature the SIAM framework across all the client’s towers and external suppliers
Own the Major Incident Management process end-to-end: bridge coordination, RCA facilitation, PIR delivery, and action tracking
Chair weekly/monthly service reviews with the client retained IT — present cross-tower SLA dashboards, trend analysis, and improvement plans
Manage the operational interface — routing rules, escalation matrices, OLA definitions
Coordinate with third-party vendors (AWS, Microsoft, CyberArk, Tanium, Cloud9) on incident handoffs, change coordination, and contract-level escalations
Define and enforce the change management process: CAB coordination, change calendar, risk assessment, and post-implementation review
Drive problem management: trend identification from incident data, problem tickets, known error database maintenance
Ensure NIS2 compliance alignment for cross-tower incident response and reporting obligations
Partner with the AI Ops FTE to automate ticket routing, escalation prediction, and MIM notification workflows

Requirements

7+ years in ITSM/SIAM roles, at least 3 years in a multi-tower or multi-supplier integration function
ITIL 4 Managing Professional or Strategic Leader (SIAM Professional certification a strong plus)
Demonstrated MIM ownership in a 24×7 environment (bridge management, C-level comms under pressure)
Deep experience with ServiceNow (or equivalent) CMDB, SLA management, and reporting modules
Understanding of OLA/UC structures in outsourced delivery models
Fluent English; German is a strong advantage