Support Service Coordinator (Incident Manager)
We are looking for a Support Service Coordinator to take full ownership and accountability for the Incident Management process within the projects involved, including all major incidents that are reported and must be resolved. Once a major incident is escalated, the Senior Support Service Coordinator will determine what resources and expertise are required to resolve the incident and form a Major Incident Team that can resolve the issue as quickly as possible.
Schedule: morning (2 PM-9 PM and 10-18 PM) and night shifts (7 PM-7 AM). No night shifts during weekdays, only weekends. Average 2-3 shifts per month.
Responsibilities
- Lead, drive, facilitate and chair all investigation activities, meetings and conference calls with the client and support teams involved
- Act as a single point of contact for any Incident reported until it is resolved
- Communicate and coordinate with the client and other stakeholders through the Incident lifecycle
- Provide regular status updates on incidents to the stakeholders
- Engage the respective team, person or SME to provide the required assistance in resolving the Incident
- Work on RCA following the contractual SLAs
- Conduct retrospective calls with the client and all stakeholders
- Ensure all administration work and reports are maintained and up-to-date, including contact information, technical diagrams and post-major incident reviews
- Support and nurture process improvements and knowledge base improvements
- Continually maintain and develop tools and resources to manage major incidents effectively
- Provide periodic major incident metrics reports
- Develop procedures and policies by which technical support teams will operate
Requirements
- Excellent communication and presentation skills
- Experience in KPIs Monitoring & Reporting
- Strong customer-centricity with the ability to communicate with client contacts at all levels
- ITIL Certified (or strong hands-on experience)
- Previous operational Major Incident Management experience is a plus
- Capability to lead teams and drive activities within tight timeframes
- Good teamwork capability with a methodical approach and attention to detail
- Skills in analytical problem solving
- Ability to work under pressure and to tight time scales
