Support Service Coordinator (Incident Manager)

About the Position

We're seeking a Support Service Coordinator (Incident Manager) to fully own the Incident Management process across all involved projects, including major incidents requiring escalation and resolution. This role acts as the central contact point throughout the entire incident lifecycle, working with clients and technical teams to ensure prompt resolution and ongoing process enhancement.

Responsibilities

• Chair and facilitate investigation activities, meetings, and conference calls with clients and support teams
• Serve as the single point of contact for reported incidents until they're resolved
• Coordinate and communicate with clients and stakeholders across the incident lifecycle
• Provide regular status updates to stakeholders on incidents
• Bring in the appropriate team, individual, or subject matter expert to help resolve incidents
• Conduct root cause analysis according to contractual SLAs
• Host retrospective calls with clients and stakeholders
• Handle administrative tasks and reporting, such as contact details, technical diagrams, and post-major incident reviews
• Contribute to process improvements and knowledge base growth
• Build and maintain tools and resources for effective major incident management
• Generate periodic reports on major incident metrics
• Set up procedures and policies for technical support team functions

Requirements

• 2+ years working in application or technical support
• English proficiency at B2+/C1 level
• Strong communication and presentation abilities with a customer-first mindset across all client levels
• Background in KPI monitoring and reporting
• ITIL certification (or equivalent practical experience)
• Ability to lead teams, push activities forward under tight deadlines, and handle pressure
• Structured mindset with keen attention to detail and solid analytical skills
• Knowledge of Windows/Linux server platforms, covering troubleshooting, monitoring, scripting, and configuration file access
• Understanding of networking concepts, including load balancing, HTTP/TLS/SSL protocols, and general architecture layouts
• Knowledge of at least one database technology (Oracle, MySQL, Postgres, or MS SQL), including troubleshooting, monitoring, and tuning
• Experience with monitoring tools like Observability, Grafana, and Dynatrace

Nice to Have

• Experience with GCP for managing cloud-based applications
• Background in CI/CD using Jenkins or similar tools
• Prior experience in operational Major Incident Management

About the Company

[Company description if present]