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