Overview

We are seeking a dynamic and proactive Major Incident Manager to oversee the Incident Management process, ensuring rapid resolution and clear communications during critical situations. The successful candidate will act as the central figure in managing major incidents, driving resolution efforts and collaborating with technical teams and clients effectively.

Please note that for positions in Ukraine, we only consider candidates who are currently based in Ukraine or plan to return in the near future. Remote work is available only from Ukraine.

Responsibilities

  • Lead, drive, facilitate and chair investigation activities, meetings and conference calls with clients and support teams
  • Serve as the single point of contact for any incident reported until it is resolved
  • Communicate and coordinate incident progress with clients and stakeholders throughout its lifecycle
  • Update stakeholders regularly on the status of incidents
  • Ensure the required team, person or SME provides assistance in resolving incidents
  • Deliver RCA in compliance with contractual SLAs
  • Conduct retrospective calls with clients and stakeholders
  • Ensure administration work, reports, technical diagrams and contact information are maintained and up to date
  • Support and nurture process improvements and enhancements to the knowledge base
  • Maintain and develop tools and resources for effective major incident management
  • Provide periodic major incident metrics reports
  • Develop procedures and policies for technical support team operations

Requirements

  • 5+ years of experience in Major Incident Management or related operational roles
  • Strong communication and presentation skills
  • Capability to monitor KPIs and create reports
  • Background in client communication at all levels with a customer-centric approach
  • ITIL certification or significant practical ITIL experience
  • Leadership and team-driving abilities within tight timeframes
  • Competency in teamwork and collaboration
  • Showcase of analytical problem-solving skills
  • Ability to operate under pressure and meet tight deadlines
  • English proficiency at B2 level or higher

Ukraine

With us you can:

  • Work on a flexible schedule remotely or from any of our comfortable offices or coworking spaces in Ukraine
  • Receive the necessary equipment to perform your work tasks
  • Change projects and technology stacks within EPAM
  • Gain experience in various business domains (Insurance, E-commerce, Healthcare, Finance, Travelling, Media, Artificial Intelligence, and more)
  • Relocation opportunities may be available for eligible candidates, depending on the role and openings at other EPAM locations
  • Participate in volunteer, charity programs and communities (both technical and interest-based)

We focus on your professional growth:

  • You can plan your individual career path together with your manager
  • Receive regular feedback from colleagues
  • Improve your English for free with certified teachers (Speaking Clubs, client interview preparation courses, etc.)
  • Get the opportunity to undergo free training and certification in AWS, GCP, or Azure Clouds
  • Use the internal E-learn training program (18,200+ specialized training and mentoring programs)
  • Access corporate accounts on LinkedIn Learning, Get Abstract and other partner resources
  • Study at EPAM Solution Architecture School with the instructors who are practicing architects
  • Develop as a leader, join Delivery Management, Resource Management, Leadership Essentials school and more
  • Participate in internal communities (500+ meetups, technical discussions, brainstorming sessions, online events and conferences annually)

What we offer:

  • Vacation and sick leave (including a sick leave without a medical certificate)
  • A wide range of Voluntary Medical Insurance programs providing both medical treatment and various preventive options (including sports activities)
  • Medical insurance for family members at corporate rates
  • Company support during significant life events (childbirth or adoption, marriage, etc.)
  • Support for psychological comfort: discounts on services from mental health specialists or coaches, thematic training
  • E-kids program - a free programming language training program for EPAMers' children

[epamgdo] Ukraine (benefits may differ)

Kindly be advised that the set of benefits, including learning, certification, and other opportunities, may vary depending on the role you apply for. Our recruiter will be able to share more details about the specific opportunity during your general interview.

[epamgdo] Ukraine (About EPAM)

EPAM strives to provide its global team of over 62,350 professionals in more than 55 countries with opportunities for professional growth from day one of collaboration. Our colleagues are the source of EPAM's success, so we value cooperation, strive to always understand our clients' business and aim for the highest quality standards. No matter where you are, you will join a dedicated, diverse community that will help you realize your potential to the fullest.