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. 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. 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 We offer 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) 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.