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Hybrid in Czech Republic: Prague
IT Service Management (ITSM)
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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 between EPAM towers (T1 Apps, T2 Data, T3 Infra, T4 Workplace) — 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
Nice to have
- SIAM Foundation/Professional (Scopism or BCS accredited)
- Experience in energy, utilities, or critical infrastructure sectors
- Familiarity with NIS2 / ISO 27001 incident reporting requirements
- Background in service transition