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Support Service Coordinator (Incident Manager)
Remote in Georgia
Support Management& 6 others
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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