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

Senior Incident & Problem Management Leader

The Senior Incident & Problem Management Leader plays a critical role within the...

Location

Bulgaria , Sofia

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

Lead the end-to-end Incident Management process across a complex, multi-vendor SIAM ecosystem
Act as senior escalation point for high-impact and business-critical incidents, including escalations from senior management
Own and oversee Major Incident Management, ensuring effective war-room leadership, decision-making, and executive-level communication
Ensure incidents are managed in line with agreed SLAs, OLAs, and XLAs across all platforms and service providers
Drive post-incident reviews for major and recurring incidents, ensuring actionable outcomes and measurable improvements
Lead the Problem Management process end-to-end, ensuring problems are identified, prioritized, analyzed, and permanently resolved
Ensure high-quality Root Cause Analysis (RCA) and follow-through on corrective and preventive actions
Govern the Known Error Database (KEDB) and ensure effective reuse of known errors and workarounds across service teams
Proactively identify systemic issues and recurring failure patterns, translating insights into service improvement initiatives
Ensure process documentation is reviewed and updated at least every 6 months or upon material change

New

Senior Operations Leader

Purpose of the Job Managing the Express operations and organizing the work of c...

Location

Salary:

Not provided

Aramex

Expiration Date

Until further notice

Requirements

Bachelor’s degree in business administration, Human Resources, Finance
Strong English language skills are required for this role
additional languages are preferred given the nature of this global role
4-6 years’ experience in Express operation
Thorough understanding of Express operations and clearance
Strong Leadership, coaching and mentoring skills
Ability to analyst problems and have a creative thinking to adapt a proper solution.

Job Responsibility

Communicate and coordinate with the customer account management teams in terms of capability and scheduling jobs to ensure timely action to the customer
Maintain effective communication with internal and external parties
Prepare, monitor, and control client incidents and complaints in coordination with the customer service and operations team members to ensure timely response to the CMT and Sales
Handling customers complaints and special requests or any urgent collections or deliveries even at odd times
Introduce new solutions driven by specific customer needs
Identify training needs for the team members and continuously improving their skills and capacity
Set KPIs and conduct annual performance evaluation for direct reports
Organize the team and manage ground courier’s substitution
Coordinate couriers’ vacations to ensure optimum & balanced distribution of workload amongst all routes
Manage the effective usage of Aramex IT systems and Scanner technology

New

Business Command Center Major and Cyber Incident Region Lead (SVP)

The Business Command Center (BCC) is a critical function supporting Citi's Servi...

Location

Ireland , Dublin

Salary:

119760.00 - 179640.00 EUR / Year

Citi

Expiration Date

Until further notice

Requirements

Proven Leadership Experience: Extensive experience in the financial services industry, with a focus on cash management, transactional banking, and trade operations
Stakeholder Management and Senior Leadership: Demonstrated expertise in managing executive-level communications and fostering alignment among diverse stakeholder groups and senior leadership
Global Collaboration Experience: Demonstrated experience working with global, multi-region initiatives, projects, and teams, including large matrix organizations
Influence and Collaboration: Ability to influence partners and drive cross-functional work to achieve optimal solutions to complex problems
Detail-Oriented and Results-Driven: Exceptional attention to detail, comprehensiveness of content, and ability to manage multiple assignments to completion under tight deadlines
Incident/Crisis Management Expertise: Deep understanding of incident and crisis management principles, including ownership, classification, initial support, escalation/notification, business impact analysis, and resolution tracking
Rapid Remediation & Escalation: Drive rapid engagement of key remediation resources and subject matter experts across functional groups to proactively avoid or minimize client-visible service disruptions. Ensure timely and effective escalation to key decision-makers and senior management
Severity Assessment & Communication: Establish and enforce consistent severity assessment across all regions and lines of business throughout the incident lifecycle, leveraging client impact and franchise risk criteria. Oversee the timely publication of content-rich incident status updates tailored for client-facing Service teams and regulatory-facing Product Management teams
Strategic Incident Preparedness: Coordinate proactive virtual war rooms for significant planned releases or anticipated market events to ensure preparedness and swift response
Enhanced Escalation Frameworks: Develop, implement, and manage enhanced client escalation models for key platinum clients, as well as robust internal escalation models for critical internal flows, such as Genesis Liquidity reporting

Job Responsibility

Proven Leadership Experience: Extensive experience in the financial services industry, with a focus on cash management, transactional banking, and trade operations
Stakeholder Management and Senior Leadership: Demonstrated expertise in managing executive-level communications and fostering alignment among diverse stakeholder groups and senior leadership
Global Collaboration Experience: Demonstrated experience working with global, multi-region initiatives, projects, and teams, including large matrix organizations
Influence and Collaboration: Ability to influence partners and drive cross-functional work to achieve optimal solutions to complex problems
Detail-Oriented and Results-Driven: Exceptional attention to detail, comprehensiveness of content, and ability to manage multiple assignments to completion under tight deadlines
Incident/Crisis Management Expertise: Deep understanding of incident and crisis management principles, including ownership, classification, initial support, escalation/notification, business impact analysis, and resolution tracking
Rapid Remediation & Escalation: Drive rapid engagement of key remediation resources and subject matter experts across functional groups to proactively avoid or minimize client-visible service disruptions. Ensure timely and effective escalation to key decision-makers and senior management
Severity Assessment & Communication: Establish and enforce consistent severity assessment across all regions and lines of business throughout the incident lifecycle, leveraging client impact and franchise risk criteria. Oversee the timely publication of content-rich incident status updates tailored for client-facing Service teams and regulatory-facing Product Management teams
Strategic Incident Preparedness: Coordinate proactive virtual war rooms for significant planned releases or anticipated market events to ensure preparedness and swift response
Enhanced Escalation Frameworks: Develop, implement, and manage enhanced client escalation models for key platinum clients, as well as robust internal escalation models for critical internal flows, such as Genesis Liquidity reporting

What we offer

competitive base salary (which is annually reviewed)
hybrid working model (up to 2 days working at home per week)
additional benefits that support you (and your family) to be well, live well and save well

Fulltime

Principal, Managed Services Portfolio and Technical Delivery Leader

Turnberry Solutions is seeking a Principal, Managed Services Portfolio and Techn...

Location

United States , Minneapolis

Salary:

170000.00 - 190000.00 USD / Year

Turnberry Solutions

Expiration Date

Until further notice

Requirements

10+ years of experience in consulting, managed services, or enterprise IT operations leadership
Proven experience operating in a hybrid consulting and MSP leadership environment
Demonstrated success leading large-scale operational delivery teams and client-facing managed services engagements
Experience managing Service Delivery Managers, operational leads, or multi-layer delivery organizations
Strong executive communication and stakeholder management capabilities, comfortable in CIO, CTO, and Head-of-Engineering conversations
Hands-on technical leader at some prior point in career
Personally architected, built, or led modernization of production systems and can still hold a deep technical conversation today
Strong working knowledge of cloud platforms (AWS, Azure, or GCP) across architecture, operations, cost, security, and reliability
Cloud certifications are a plus
Demonstrated experience leading application modernization initiatives: legacy-to-cloud migrations, monolith decomposition, replatforming, refactoring, API/integration modernization, and observability uplift

Job Responsibility

Oversee delivery quality, operational performance, and client satisfaction across managed services engagements
Lead and mentor Service Delivery Managers, Support Leads, and operational leadership teams
Drive service stabilization, operational maturity, and scalable governance models across accounts
Serve as executive escalation point for critical delivery, operational, or client issues
Ensure SLA/KPI adherence, operational transparency, and continuous improvement across engagements
Establish scalable governance, reporting, knowledge management, and service review frameworks
Drive operational rigor across Incident Management, Problem Management, Change Management, Service Delivery Governance, Capacity and Demand Management, and Continuous Service Improvement
Serve as the senior technical voice across the managed services portfolio, credible with client architects, CTOs, platform engineering leaders, and security leadership
Own the technical narrative within AMS engagements: absorb customer technical directives, evaluate impact across the supported application estate, and translate them into actionable delivery, modernization, and operational plans
Shape and steer the long-term technical roadmap conversations inside managed services engagements, moving accounts beyond pure run-the-lights operations into modernization, platform evolution, and value-generating engineering work

What we offer

comprehensive healthcare package (medical, dental, vision)
disability and group term life insurance
health and flexible spending accounts
utilization bonus
401(k) with match
flexible time off for salaried employees
parental leave for salaried employees
flexible work arrangements

Fulltime

Senior Customer Operations Leader, Autonomous Vehicles

Autonomous Vehicles (AV) are a core pillar of Uber’s long-term strategy and one ...

Location

United States , Phoenix

Salary:

162000.00 - 180000.00 USD / Year

Uber

Expiration Date

Until further notice

Requirements

10+ years of experience in operations, with deep experience leading real-time, high-stakes customer support environments with direct impact on customer safety, experience, or business continuity
Experience leading large, distributed teams, including managers of managers
Proven track record of owning and improving end-to-end operational performance (quality, accuracy, SLAs, efficiency) at scale
Experience building or scaling operations in ambiguous or emerging environments (e.g., 0→1 or rapid expansion)
Demonstrated ability to leverage tooling, systems, and automation to improve operational performance
Strong problem-solving and data-driven decision-making skills, with the ability to operate effectively in high-pressure situations
Ability to influence senior cross-functional stakeholders and drive outcomes in complex environments
Experience in AV, robotics, or similarly complex, real-time operational environments
Experience building support models, frameworks, or operational standards from scratch
Experience preparing operations for outsourcing or global scale

Job Responsibility

Lead real-time AV support operations at scale (on-trip support, remote assistance, incident management)
Own end-to-end performance: SLAs, quality, accuracy, and efficiency
Drive operational excellence in a high-stakes, safety-critical environment
Ensure readiness for new AV launches, partnerships and geographical expansion
Scale operations through robust tooling, systems, and workflow design
Partner with program and tech teams to improve support tooling and real-time decision-making
Drive automation of manual workflows to improve speed, accuracy, and scalability
Define and drive the strategy for AI readiness, ensuring the right tooling and operational foundations are in place to enable scalable adoption
Translate frontline signals into actionable product, safety, and operational improvements
Identify root causes impacting rider experience and AV operations

What we offer

bonus program
equity award & other types of comp
eligible to participate in a 401(k) plan
various benefits

Fulltime

Senior Commercial Lines Leader

Bridge Specialty Group is seeking a Senior Commercial Lines Leader to join our g...

Location

United States , San Antonio

Salary:

Not provided

Brown & Brown UK

Expiration Date

Until further notice

Requirements

Active Property & Casualty and Surplus Lines license
Minimum of 5 years of supervisory experience in Commercial P&C underwriting operations or equivalent leadership role
Bachelor’s degree or equivalent professional experience
In-depth knowledge of all major Property & Casualty insurance lines with hands-on operational experience
Strong proficiency in Microsoft Office Suite
Excellent verbal and written communication skills with professional phone presence
Demonstrated commitment to exceptional client service and operational excellence
Proven ability to manage confidential and sensitive information with integrity
Strong organizational, analytical, and leadership capabilities with a growth-oriented mindset

Job Responsibility

Direct day-to-day Commercial P&C operations while driving new business growth and strengthening renewal retention
Lead team performance and workflow management, ensuring seamless submission-to-bind execution, operational excellence, and a consistently high-quality client experience
Maintain a strong understanding of all department products, services, and carrier appetites
Demonstrate strong problem-solving and conceptual thinking for organizational improvement
Oversee daily operations and ensure service standards for quoting, issuing, endorsements, certificates, and communication are met
Build and manage carrier relationships, conduct training (especially for new hires), and review production/loss ratios quarterly
Foster strong agent relationships and encourage cross-selling with other departments (e.g., Accounting)
Promote Brown & Brown’s culture, ensure audit readiness, maintain manuals, monitor workflows, and complete monthly surveys
Ensure effective use and accountability of outsourcing team members to meet production goals
Monitor for E&O risks, intervene as needed, and collaborate on incident and complaint responses

What we offer

Medical/Rx
Dental
Vision
Life Insurance
Disability Insurance
ESPP
401k
Student Loan Assistance
Tuition Reimbursement
Free Mental Health & Enhanced Advocacy Services

Fulltime

Senior Advisor Operational Risk and Resiliency

The Operational Risk Management team is part of the IT Project Management depart...

Location

Canada , Mississauga

Salary:

105000.00 - 120000.00 USD / Year

The Cigna Group

Expiration Date

Until further notice

Requirements

Bachelor's degree in Disaster and Emergency Management (DEM), technology, or a related field
Five or more years of experience in Business Continuity, Disaster Recovery, Operational Resilience, or a related risk management role
Professional certification from DRII, BCI, or equivalent is an asset
Strong experience leading BCP/DR programs, including planning, testing, execution, and continuous improvement
Hands-on experience developing and executing IT disaster recovery plans in test or real-world scenarios
Good understanding of data center, infrastructure, application recovery, and technology recovery strategies
Ability to translate business impact and continuity requirements into practical technology and recovery solutions
Strong stakeholder management skills with the ability to influence and engage leaders and teams
Excellent communication, organization, and problem-solving skills
Ability to work effectively in a fast-paced, complex, and evolving environment

Job Responsibility

Lead Business Impact Analysis (BIA) and risk assessment activities, develop and maintain BCP/DR policies, standards, procedures, runbooks and provide guidance and updates to senior leaders and governance committees
Identify operational risks and develop practical mitigation and prevention plans to reduce the impact of business disruptions
Plan and lead regular BCP/DR testing activities such as tabletop exercises, simulations, and recovery tests to validate preparedness
and apply the learnings and practices to lead recovery efforts during real incidents, coordinating cross-functional teams, managing communications, and tracking recovery progress
Oversee continuous improvements, drives the implementation of improvements identified through risk assessments, exercises, and real events, and report on outcomes
Design, maintain, and lead Business Continuity and Disaster Recovery (BCP/DR) strategies to ensure critical systems and services can be restored during disruptions
Promote and uphold enterprise-wide operational resilience standards and practices
Leads and drives excellence for enterprise operational resilience standards, processes and requirements
Create and maintain clear, repeatable documentation that maps critical business operations end-to-end, including people, facilities, systems, data, vendors, and processes

What we offer

Competitive compensation, benefits and pension plan
Career development and advancement opportunities
A culture that celebrates innovation and collaboration
Flexible work options and wellness programs

Fulltime

Senior Advisor, Business Continuity and Disaster Recovery

The Operational Risk Management team is part of the IT Project Management depart...

Location

Canada , Mississauga

Salary:

105000.00 - 120000.00 USD / Year

The Cigna Group

Expiration Date

Until further notice

Requirements

Bachelor's degree in Disaster and Emergency Management (DEM), technology, or a related field
Five or more years of experience in Business Continuity, Disaster Recovery, Operational Resilience, or a related risk management role
Strong experience leading BCP/DR programs, including planning, testing, execution, and continuous improvement
Hands-on experience developing and executing IT disaster recovery plans in test or real-world scenarios
Good understanding of data center, infrastructure, application recovery, and technology recovery strategies
Ability to translate business impact and continuity requirements into practical technology and recovery solutions
Strong stakeholder management skills with the ability to influence and engage leaders and teams
Excellent communication, organization, and problem-solving skills
Ability to work effectively in a fast-paced, complex, and evolving environment
Experienced working with Microsoft-based technologies and modern IT environments

Job Responsibility

Lead Business Impact Analysis (BIA) and risk assessment activities, develop and maintain BCP/DR policies, standards, procedures, runbooks and provide guidance and updates to senior leaders and governance committees
Identify operational risks and develop practical mitigation and prevention plans to reduce the impact of business disruptions
Plan and lead regular BCP/DR testing activities such as tabletop exercises, simulations, and recovery tests to validate preparedness
and apply the learnings and practices to lead recovery efforts during real incidents, coordinating cross-functional teams, managing communications, and tracking recovery progress
Oversee continuous improvements, drives the implementation of improvements identified through risk assessments, exercises, and real events, and report on outcomes
Design, maintain, and lead Business Continuity and Disaster Recovery (BCP/DR) strategies to ensure critical systems and services can be restored during disruptions
Promote and uphold enterprise-wide operational resilience standards and practices
Leads and drives excellence for enterprise operational resilience standards, processes and requirements
Create and maintain clear, repeatable documentation that maps critical business operations end-to-end, including people, facilities, systems, data, vendors, and processes

What we offer

Competitive compensation, benefits and pension plan
Career development and advancement opportunities
A culture that celebrates innovation and collaboration
Flexible work options and wellness programs

Fulltime

Select Country

Senior Incident and Problem Management Leader

Job Description

Job Responsibility

Requirements

Looking for more opportunities?