Overview

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

Georgia (Production)

We connect like-minded people

  • Delivering innovative solutions to industry leaders, making a global impact 
  • Enjoyable working environment, whether it is the vibrant office or the comfort of your own home 
  • Opportunity to work abroad for up to two months per year 
  • Relocation opportunities within our offices in 55+ countries
  • Corporate and social events   

We invest in your growth

  • Leadership development, career advising, soft skills and well-being programs 
  • Certifications, including GCP, Azure and AWS
  • Unlimited access to LinkedIn Learning and Udemy
  • Free English classes with certified teachers 

We cover it all

  • Participation in the Employee Stock Purchase Plan 
  • Monetary bonuses for engaging in the referral program 
  • Comprehensive medical & family care package   
  • Five trust days per year (sick leave without a medical certificate)   
  • Benefits package (sports activities, a variety of stores and services)

[epamgdo] Georgia (Remote)

Experience the freedom of remote work from anywhere in Georgia, whether from the comfort of your home, our modern offices in Tbilisi and Batumi or a coworking space in Kutaisi.

[epamgdo] Georgia (About EPAM)

EPAM Georgia is a team of innovators united by a passion for technology. The dynamic and inclusive culture we embrace helps positively impact our communities, clients, and employees. Here you will collaborate with multi-national teams, contribute to numerous cutting-edge projects, deliver the most creative solutions, and have an opportunity to learn. Our people are at the heart of our success, and we are proud to provide talents with a solid ground to develop and grow.