Incident and Problem Management Leader Job at Coca-Cola HBC (Cairo)

Incident and Problem Management Leader

The Incident & Problem Manager within a Service Integration & Management (SIAM) ...

Location

Bulgaria; Egypt

Salary:

Not provided

Coca-Cola HBC

Expiration Date

Until further notice

Requirements

Bachelor's degree in Information Technology, Computer Science, or related field
ITIL v4 certification required
additional certifications in IT4IT or SIAM are a plus
Proven experience in incident and problem management within a complex, multi-vendor environment
Strong understanding of SIAM principles and experience working in a SIAM ecosystem
Excellent analytical and problem-solving skills, with a keen eye for detail
Strong leadership and communication skills, with the ability to manage multiple stakeholders
Experience with IT Service Management (ITSM) tools such as ServiceNow, BMC Remedy, or similar
In-depth knowledge of ITIL v4 and IT4IT best practices
Strong understanding of incident and problem management processes and techniques

Job Responsibility

Coordinate and manage the incident management process end-to-end, ensuring incidents are logged, categorized, prioritized, and resolved within agreed service levels across vendors
Act as the escalation point for complex multi-vendor incidents and transfer major incidents (IMCR) to Business Continuity team
Ensure service providers provide timely and accurate communication to stakeholders during incidents, providing regular updates on status and actions taken
Facilitate incident & problem swarms to ensure smooth x-vendor collaboration on incidents
Conduct post-incident reviews to identify root causes and corrective actions to prevent recurrence for repetitive incidents
Monitor and report on incident trends, identifying areas for improvement
Implement and manage the problem management process, ensuring problems are identified, logged, analyzed, and resolved in a timely manner
Conduct root cause analysis (RCA) for problems, working with cross-functional teams to identify and implement permanent solutions
Ensure timely maintenance of the Known Error Database (KEDB) and ensure it is up-to-date with known issues and workarounds
Proactively identify problem trends and patterns, driving continuous improvement initiatives

Head of Product Engineering / Engineering

The Head of Product Engineering / Engineering will be pivotal in translating Kro...

Location

United Kingdom , London

Salary:

Not provided

Kroo Bank

Expiration Date

Until further notice

Requirements

Lead product engineering and engineering teams to deliver high quality, customer centric features and platforms that are reliable, secure and compliant
Translate the enterprise product and technology strategy into a clear engineering strategy, roadmap and set of priorities aligned with the bank’s vision and strategy
Define, embed and continually improve modern engineering standards including secure code, quality engineering, automated testing, continuous delivery, observability, and site reliability engineering
Own day to day technical architecture decisions for digital products and platforms, working with principal engineers and architects to ensure scalability, maintainability and security
Drive platform reliability and operational excellence, ensuring strong incident management, problem management, change management and post incident review practices
Champion effective delivery practices across cross functional squads, promoting agile ways of working, outcome focused planning, clear accountabilities and the removal of delivery blockers
Embed regulatory, operational risk and security requirements into the engineering lifecycle so that controls are designed in, evidenced and sustainable
Oversee the technical aspects of vendor and partner relationships, ensuring integrations are robust, service levels are met and technology risk is well managed
Manage engineering budgets in line with financial plans, including cloud spend, tooling and third party services, ensuring transparent value realisation from investments
Build, lead and develop a diverse and high performing community of engineering leaders and individual contributors with clear career paths, coaching and succession plans

What we offer

25 days annual leave
8 bank holidays
1 Kroo bank holiday (June 24th)
1 day off during the week of your birthday
3 personal days
Employer-sponsored volunteer program (up to 4 hours per month)
Mental health support via Spill
Workplace pension (5% employee contribution, 3% employer top-up)
Top-of-the-line equipment including a MacBook laptop
Support for home office setup

Fulltime

IT Service Team Leader

We are seeking an IT Service Team Leader to lead the delivery of high‑quality 1s...

Location

United Kingdom , London, Oxford

Salary:

Not provided

Gravita

Expiration Date

Until further notice

Requirements

3–5+ years' experience in IT support or service desk roles, including experience leading or mentoring others
Strong 2nd line support experience in a Microsoft‑based environment
Experience supporting users across multiple offices or locations
Experience in a professional services environment desirable
Strong knowledge of Microsoft 365, Windows, and Azure technologies
Excellent customer service and communication skills
Confident, approachable people leader with a hands‑on mindset
Well organised, proactive, and able to manage competing priorities
Calm and effective under pressure, particularly during incidents

Job Responsibility

Lead the daily IT service desk operations and support the business in understanding their roles and related processes
Manage, mentor, and develop IT Support Technicians
Ensure effective incident, request, problem, and resolution management
Act as an escalation point for complex or high‑impact issues
Monitor service performance, analyse trends, and implement improvements
Provide hands‑on 2nd line support where required
Support and administer a Microsoft‑centric environment
Support user onboarding and offboarding, device management, and application deployment
Apply ITIL‑aligned practices across incident, problem, and change management
Act as Incident Commander for major service outages, coordinating recovery and communications

What we offer

Support you on your own growth journey
Build a progression plan
Passionate about learning and development
Flexible working
Development support is extraordinary for a firm of our size

Fulltime

Manager, IT Solutions Delivery

The Manager, IT Solutions Delivery serves as a strategic leader accountable for ...

Location

United States , Carlsbad

Salary:

78948.00 - 98712.00 USD / Year ▼

24 Hour Fitness

Expiration Date

Until further notice

Requirements

Bachelor's degree in Information Technology, Computer Science, or a related field
10+ years of experience in IT service management, with at least 5 years in a supervisory or management role within an IT service desk environment
In-depth knowledge of ITIL frameworks for incident, problem, change, and service request management
In-depth knowledge of ITSM principles and best practices
Proficient in ITSM tools and technologies, with a focus on automation and process optimization
Understanding of key IT infrastructure and components, including hardware, software, networks, operating systems, and related technologies relevant to the organization's environment
Familiarity with common user applications and tools, including commercial and custom-developed software used by corporate and field employees
Understanding of data and analytics tools to measure service desk performance, identify trends, and improve effectiveness and efficiency
Strong leadership and team management skills: motivate and develop staff, delegate tasks, provide feedback, and foster collaboration
Excellent problem-solving and critical thinking abilities: troubleshoot, diagnose, and resolve user issues efficiently and effectively with sound analytical and logical thinking

Job Responsibility

Build and maintain a high-performance team by recruiting, developing, and mentoring skilled and motivated professionals in a collaborative environment that fosters a culture of excellence, teamwork, innovation, and continuous improvement
Delegate tasks effectively by assigning ownership and accountability, promoting individual growth and development
Provide clear communication and feedback, regularly conveying expectations, goals, and performance metrics, and offering constructive feedback for individual and team growth
Resolve conflicts effectively, fostering a positive and open environment where team members feel comfortable raising concerns and collaborating on solutions
Demonstrate strong decision-making skills by analyzing information, weighing options, and making sound decisions that benefit the team and the organization
Demonstrate adaptability and resilience by navigating change, unforeseen challenges, and tight deadlines calmly and confidently while maintaining a positive and proactive approach
Demonstrate Emotional intelligence through understanding and managing your own emotions and biases and by recognizing and responding appropriately to the emotions of others
Support, disseminate, and enforce information security and compliance policies, standards, and guidelines across end-user technologies, processes, and behaviors
Train team members to recognize suspicious activity and events and ensure expeditious escalation and resolution of security incidents
Evolve the knowledge, technical expertise, and productivity of your staff by documenting problem resolution performed by higher-echelon support and adopting those procedures into core capabilities

What we offer

Free Club Membership
Employee Assistance Program (EAP)
Basic Group Live and AD&D Insurance ($10,000)
401k Savings and Investment Plan
Medical/Dental/Vision Benefits (for average of 30 hours or more per week)
Paid Time Off (for average of 30 hours or more per week)
Sickness Benefits (for average of 30 hours or more per week)
Complimentary membership for team members and their eligible dependents

Fulltime

Supervisor, System & Network Operations

The Supervisor of System & Network Operations for Sunrun will lead, design, depl...

Location

United States , Lehi

Salary:

131302.72 - 157563.27 USD / Year

Sunrun

Expiration Date

Until further notice

Requirements

6–8+ years of experience in enterprise IT operations, including systems, infrastructure, and/or network operations at scale
2+ years of experience in a lead, senior, or supervisory role on a technical operations team
Hands-on experience with enterprise systems administration and SaaS platforms such as Okta, Google Workspace, CrowdStrike, Workspace ONE, or similar tools
Demonstrated experience supporting and operating enterprise network environments (LAN/WAN/Wi-Fi/VPN), including incident response and operational troubleshooting
Experience partnering with network engineers, security teams, and vendors to support reliable and secure network services
Familiarity with: Identity and access management (Okta, Active Directory)
Cloud platforms (AWS and cloud networking concepts)
Virtualization and VDI (VMware, VDI technologies)
Enterprise networking concepts (routing, switching, firewalls, VPNs, SD-WAN)
Monitoring, alerting, and incident management practices

Job Responsibility

Supervise day-to-day operations for System and Network Operations teams, including systems administration, SaaS platforms, infrastructure, and network services
Serve as an escalation point for complex incidents impacting employees, business systems, and network availability across Service Delivery teams
Act as a technical and people leader for a medium-sized team, providing mentorship, coaching, and career development for engineers across systems and network disciplines
Advocate for your teams across all levels of the organization, ensuring alignment with business priorities and operational standards
Provide oversight, management, and technical leadership for enterprise platforms and SaaS solutions, including but not limited to Google Workspace, Okta, CrowdStrike, Workspace ONE, and related systems
Partner with business stakeholders and technical leads to identify, recommend, implement, and support scalable, cost-effective system solutions
Review and analyze existing platforms, tools, and services for efficiency, effectiveness, reliability, and scalability, driving continuous improvement initiatives
Own application and platform lifecycle management, including budgeting, purchasing, vendor management, renewals, and cost optimization
Provide leadership and operational oversight for enterprise network services, including LAN, WAN, Wi-Fi, VPN, SD-WAN, and cloud networking components
Partner closely with Network Engineering and Security teams to ensure stable, secure, and scalable network architectures that support corporate offices, remote users, and field operations

What we offer

Medical/Dental/Vision Insurance
Life Insurance
Disability Insurance
401k Plan + Company Match
Stock Purchase Plan
Paid Vacations/Holidays
Paid Baby Bonding Leave
Employee Discounts
PowerU - 100% Funded Education Programs
Employee Donation Matching

Fulltime

Service Level Manager

We are seeking a proactive, self-driven Service Level Manager to join our IT Ope...

Location

India , Hyderabad

Salary:

Not provided

Alter Domus

Expiration Date

Until further notice

Requirements

Strong knowledge of ITIL-based IT Service Management, particularly Service Level Management and related processes (Incident, Problem, Change, Availability, Capacity)
Proven experience in an IT service management, service delivery, or operations role
Demonstrable track record of defining and managing SLAs, OLAs, and service provider performance for business‑critical and customer‑facing services
Strong analytical skills, with experience using reporting and monitoring tools to interpret service performance data, identify trends, and quantify business/customer impact
Excellent stakeholder management and communication skills, able to engage credibly with technical teams, business leaders, risk, and compliance
Experience running service review forums and driving service improvement plans to completion in a regulated environment
Good understanding of multi‑supplier or outsourced environments, vendor governance, and third‑party risk management
ITIL Foundation certification required
Degree in Information Technology, Business, or related discipline (or equivalent experience)

Job Responsibility

Define, negotiate, and maintain SLAs, OLAs, and underpinning contracts for all in-scope IT services
Ensure services are designed and operated to meet agreed service level targets and regulatory expectations (e.g. operational resilience, availability, incident response), working closely with Service Owners, Architects, and Operations teams
Monitor, measure, and report on service performance against SLAs, including availability, response, and resolution targets for critical customer‑facing and regulatory‑sensitive services
Lead regular service review meetings with business stakeholders (operations, front office, risk, compliance) and service providers, presenting performance reports, customer impact, and agreed improvement actions
Identify SLA breaches and performance trends, drive root cause analysis with resolver teams, and track corrective actions and service improvement plans, with explicit focus on customer and business impact
Maintain and evolve the service catalogue and associated service level targets in alignment with product, business, risk, and regulatory priorities
Collaborate with Incident, Problem, Change, Capacity, and Risk Management to ensure end‑to‑end service quality, stability, and compliance with internal policies and industry regulations
Support major incident and post‑incident reviews by providing service impact, customer impact, and SLA context, ensuring clear communication to business, risk, and compliance stakeholders
Manage the annual SLA lifecycle (requirements gathering, negotiation, sign‑off, review, and renewal) in line with services governance, internal control, and audit requirements
Ensure service provider contracts and service commitments support internal SLAs, regulatory obligations, and resilience standards, and that supplier performance is monitored and governed effectively

What we offer

Support for professional accreditations
Flexible arrangements, generous holidays, plus an additional day off for your birthday
Continuous mentoring along your career progression
Active sports, events and social committees across our offices
24/7 support available from our Employee Assistance Program
The opportunity to invest in our growth and success through our Employee Share Plan

Fulltime

Senior Operations Manager

The Senior Operations Manager at NTT DATA is a pivotal role responsible for ensu...

Location

India , Bangalore

Salary:

Not provided

NTT DATA

Expiration Date

Until further notice

Requirements

Bachelor’s degree or equivalent degree in Information Technology or Computing or related field
ITIL certification is desirable
Extended experience in coaching and mentoring engineering team(s) gained within an information technology services organization
Extended demonstrated experience implementing continual service improvement initiatives (through automation, process enhancements)
Extended demonstrated experience in organizational change management (transformational experience)
Extended demonstrated experience in domain towers such as Network, Collaboration/Customer experience, Cloud, Security, Data Center
Excellent organizational and team management skills
Excellent communication skills – both verbal and written coupled with excellent ability to collaborate with internal stakeholders and external clients
Extended understanding of budgets and cost management
Excellent time management, prioritization and delegation abilities

Job Responsibility

Proactively monitors and drives service delivery to clients
Manages client incidents by investigating and providing solutions that help solve client problems as escalated by team leaders and engineers
Works with client delivery teams to evaluate regional client reviews to ensure proactive incident management at client sites
Ensures that the standard client information repository related to technology, operations manuals is current and accurate
Creates and maintains a comprehensive list of client requirements, the scope of deliverables, technology and the delivery model
Runs the managed services operations in alignment with the service management service operations (SMSO) process, delivering promised outcomes to clients
Provides operational support and continuous service improvement post client handover from Technical Services (or other) teams
Plans and implements training and development initiatives for direct reports
Engages with clients for technical operations as part of routine operations
Plans and implements key service improvement priorities based on a continual service improvement approach

Fulltime

AI and DevOps Platform Support Manager

Engineer the future of global finance. At Citi, our Tech team doesn’t just suppo...

Location

United Kingdom , Belfast

Salary:

Not provided

Citi

Expiration Date

Until further notice

Requirements

Relevant experience in a technical leadership or management role with demonstrated success in building and scaling a high-performing support team
Experience of senior stakeholder management
Project management with demonstrable results in improving IT services
Exceptional communication and presentation skills, with the ability to articulate a technical vision and report on key metrics to senior leadership
A strong track record of developing and executing a strategic roadmap for a technical platform, balancing new features with a dedicated 'book of work' for stability
Demonstrable experience leading resilience initiatives such as wargaming, disaster recovery planning, and incident response simulation
Effectively share information with other support team members and with other technology teams
Ability to plan and organize workload
Consistently demonstrates clear and concise written and verbal communication skills
Ability to communicate appropriately to relevant stakeholders

Job Responsibility

Demonstrates an in-depth understanding of how apps support integrates within the overall technology function to achieve objectives
requires a good understanding of the industry
Vendor relationship management including oversight for all offshore managed service
Improve the service level the team provides to our end users, which includes maximizing operational efficiencies, strengthening incident management, problem management and knowledge sharing practices
Guide development teams on application stability and supportability improvements
Formulate and implement a framework for managing capacity, throughput and latency
Define and implemented application on-boarding guidelines and standards
Work with various team members on coaching them on how to maximize their potential, work better in a highly integrated team environment and focus on bringing out their strengths
Drives continued cost reductions and efficiencies across the portfolios supported by means of Root Cause Analysis reviews, Knowledge management, Performance tuning, and user training
Evaluates subordinates' performance and makes decisions on pay increases, hiring, terminations and other personnel actions

What we offer

27 days annual leave (plus bank holidays)
A discretional annual performance related bonus
Private Medical Care & Life Insurance
Employee Assistance Program
Pension Plan
Paid Parental Leave
Special discounts for employees, family, and friends
Access to an array of learning and development resources

Fulltime

Incident and Problem Management Leader

Coca-Cola HBC

Location:
Egypt , Cairo

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:
January 31, 2026

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