Support Service Coordinator (Incident Manager)

Remote in Ukraine: Kyiv

Support.Infrastructure

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We are seeking 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.

Responsibilities

Drive, facilitate and chair all investigation activities, meetings and conference calls with the client and support teams involved
Serve as a single point of contact for any Incident reported until full resolution
Maintain communication and coordination with the client and other stakeholders throughout the Incident lifecycle
Deliver regular status updates on incidents to the stakeholders
Involve the respective team, person or SME to provide the required assistance in resolving the Incident
Perform RCA following the contractual SLAs
Run retrospective calls with the client and all stakeholders
Make sure all administration work and reports are maintained and up-to-date, including contact information, technical diagrams and post-major incident reviews
Foster process improvements and knowledge base enhancements
Continually maintain and evolve tools and resources to manage major incidents effectively
Share periodic major incident metrics reports
Establish procedures and policies by which technical support teams will operate

Requirements

Strong communication and presentation skills
Experience in KPIs Monitoring & Reporting
Customer-centric mindset with the capability to interact with client contacts at all levels
ITIL Certified (or strong hands-on experience)
Prior operational Major Incident Management exposure is a plus
Ability to lead teams and drive activities within tight timeframes
Solid teamwork capability with a methodical approach and attention to detail
Competency in analytical problem-solving
Resilience to work under pressure and to tight time scales
English proficiency at B2 level or higher