Support Service Coordinator (Incident Manager)
We are seeking a dynamic and proactive Support Service Coordinator (Incident Manager) to oversee the Incident Management process, ensuring rapid resolution and clear communications during critical situations. The successful candidate will act as the central figure in managing major incidents, driving resolution efforts and collaborating with technical teams and clients effectively.
Please note that for positions in Ukraine, we only consider candidates who are currently based in Ukraine or plan to return in the near future. Remote work is available only from Ukraine.
Responsibilities
- Lead, drive, facilitate and chair investigation activities, meetings and conference calls with clients and support teams
- Serve as the single point of contact for any incident reported until it is resolved
- Communicate and coordinate incident progress with clients and stakeholders throughout its lifecycle
- Update stakeholders regularly on the status of incidents
- Ensure the required team, person or SME provides assistance in resolving incidents
- Deliver RCA in compliance with contractual SLAs
- Conduct retrospective calls with clients and stakeholders
- Ensure administration work, reports, technical diagrams and contact information are maintained and up to date
- Support and nurture process improvements and enhancements to the knowledge base
- Maintain and develop tools and resources for effective major incident management
- Provide periodic major incident metrics reports
- Develop procedures and policies for technical support team operations
Requirements
- 5+ years of experience in Major Incident Management or related operational roles
- Strong communication and presentation skills
- Capability to monitor KPIs and create reports
- Background in client communication at all levels with a customer-centric approach
- ITIL certification or significant practical ITIL experience
- Leadership and team-driving abilities within tight timeframes
- Competency in teamwork and collaboration
- Showcase of analytical problem-solving skills
- Ability to operate under pressure and meet tight deadlines
- English proficiency at B2 level or higher
