Support Service Coordinator (Incident Manager)

We are seeking 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.

Kindly note that this role supports remote work, but only from within Ukraine.

Responsibilities

• Drive, facilitate and chair all investigation activities, meetings and conference calls with the client and support teams involved
• Serve as a single point of contact for any Incident reported until full resolution
• Maintain communication and coordination with the client and other stakeholders throughout the Incident lifecycle
• Deliver regular status updates on incidents to the stakeholders
• Involve the respective team, person or SME to provide the required assistance in resolving the Incident
• Perform RCA following the contractual SLAs
• Run retrospective calls with the client and all stakeholders
• Make sure all administration work and reports are maintained and up-to-date, including contact information, technical diagrams and post-major incident reviews
• Foster process improvements and knowledge base enhancements
• Continually maintain and evolve tools and resources to manage major incidents effectively
• Share periodic major incident metrics reports
• Establish procedures and policies by which technical support teams will operate

Requirements

• Strong communication and presentation skills
• Experience in KPIs Monitoring & Reporting
• Customer-centric mindset with the capability to interact with client contacts at all levels
• ITIL Certified (or strong hands-on experience)
• Prior operational Major Incident Management exposure is a plus
• Ability to lead teams and drive activities within tight timeframes
• Solid teamwork capability with a methodical approach and attention to detail
• Competency in analytical problem-solving
• Resilience to work under pressure and to tight time scales
• English proficiency at B2 level or higher

We offer

• 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

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.

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.