Senior Incident & Problem Management Leader Job at Coca-Cola HBC (Sofia)

Senior Incident and Problem Management Leader

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

Location

Egypt , Cairo

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

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

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 Staff Engineer – Change Management

GEICO is seeking an experienced Software Engineer who is passionate about buildi...

Location

United States , Chevy Chase; Austin; New York City; Seattle; Palo Alto

Salary:

110000.00 - 260000.00 USD / Year

Geico

Expiration Date

Until further notice

Requirements

Expertise in at least two modern programming languages (Go, Python, Java, C, C++) and object-oriented design
Strong ownership and accountability with excellent communication and collaboration skills
Hands-on experience in incident response, troubleshooting, and root cause analysis
Experience managing distributed systems in public, private, or hybrid cloud environments
Experience with monitoring, logging, and observability tools (Prometheus, Grafana, OpenTelemetry, Loki)
Passion for automation and reducing manual operations using tools like Terraform and Ansible
Familiarity with configuration management and orchestration tools (Helm, Puppet, Spinnaker)
Experience with CI/CD pipelines, Infrastructure as Code (IaC), and cloud-based deployments
Ability to operate in a fast-paced, high-scale environment with a problem-solving mindset
10+ years of professional experience in software development, platform architecture, and infrastructure management

Job Responsibility

Develop and drive the overall strategy for our enterprise Change and Approval Management, aligning it with the organization's business goals and objectives
Lead technical initiatives across multiple teams, providing strategic and technical guidance
Utilize programming languages like Go, Python, Java, and work with SQL/NoSQL databases
Work with container orchestration tools such as Docker, Kubernetes, and OpenStack
Architect and develop cloud-native applications using Azure services
Collaborate with product managers, engineering teams, and stakeholders to solve complex challenges
Ensure the quality, performance, and usability of engineering solutions
Serve as a mentor and thought leader, coaching engineers and influencing executives
Continuously improve processes, adopt best practices, and drive operational efficiency
Support and participate in On Call rotations, respond to incidents, diagnosing production issues, and conducting post-incident reviews to improve system reliability

What we offer

Comprehensive Total Rewards program that offers personalized coverage tailor-made for you and your family’s overall well-being
Financial benefits including market-competitive compensation
a 401K savings plan vested from day one that offers a 6% match
performance and recognition-based incentives
and tuition assistance
Access to additional benefits like mental healthcare as well as fertility and adoption assistance
Supports flexibility- We provide workplace flexibility as well as our GEICO Flex program, which offers the ability to work from anywhere in the US for up to four weeks per year

Fulltime

Senior Production Support Analyst - Payments

We are seeking a seasoned and highly motivated Production Support Lead to guide ...

Location

Bahrain , Manama

Salary:

Not provided

Citi

Expiration Date

Until further notice

Requirements

Significant experience in a production support role
Strong hands-on experience with SQL (e.g., SQL Developer) and MongoDB (e.g., Compass)
Demonstrated expertise with enterprise monitoring tools, specifically ITRS Geneos and/or Grafana
Deep experience with IT Service Management (ITSM) ticketing tools, such as ServiceNow
Proven ability to lead a technical team, manage schedules, and handle escalations
Exceptional communication and interpersonal skills, with the ability to command a room and articulate complex technical issues to diverse audiences, from engineers to C-level executives
Proficiency with standard corporate communication channels including Outlook and Microsoft Teams
Superior analytical and problem-solving skills, with a track record of driving root cause analysis for complex issues
A self-motivated leader with a strong sense of ownership, eager to drive initiatives and perform with composure under pressure

Job Responsibility

Lead, mentor, and manage a team of production support analysts
Manage team schedules, on-call rotations, and performance to ensure 24/7 coverage
Act as the primary point of command for major incidents and escalations
Drive complex investigations across multiple technical and business teams
Own and manage the communication flow during critical incidents
Serve as a senior technical point of contact for clients on significant issues
Proactively oversee the monitoring of end-to-end payment flows
Utilize deep analytical skills to identify systemic issues and opportunities for strategic improvement
Ensure the team creates and maintains clear, comprehensive documentation for all processes, issue resolutions, and system knowledge

Fulltime

Senior Production Support Analyst - Payments (Assistant Vice President)

We are seeking a seasoned and highly motivated Senior Production Support Analyst...

Location

Australia , Sydney

Salary:

Not provided

Citi

Expiration Date

Until further notice

Requirements

5-7+ years of experience in a production support role
Strong hands-on experience with SQL (e.g., SQL Developer) and MongoDB (e.g., Compass)
Demonstrated expertise with enterprise monitoring tools, specifically ITRS Geneos and/or Grafana
Deep experience with IT Service Management (ITSM) ticketing tools, such as ServiceNow
Proven ability to lead a technical team, manage schedules, and handle escalations
Exceptional communication and interpersonal skills, with the ability to command a room and articulate complex technical issues to diverse audiences, from engineers to C-level executives
Proficiency with standard corporate communication channels including Outlook and Microsoft Teams
Superior analytical and problem-solving skills, with a track record of driving root cause analysis for complex issues
A self-motivated leader with a strong sense of ownership, eager to drive initiatives and perform with composure under pressure

Job Responsibility

Lead, mentor, and manage a team of production support analysts, fostering a culture of excellence and continuous improvement
Manage team schedules, on-call rotations, and performance to ensure 24/7 coverage and optimal team effectiveness
Act as the primary point of command for major incidents and escalations from various stakeholders, including senior leadership and key clients
Drive complex investigations across multiple technical and business teams, ensuring accountability and swift progress toward resolution
Own and manage the communication flow during critical incidents, providing clear, timely, and regular updates to all stakeholders, including executive leadership
Serve as a senior technical point of contact for clients on significant issues, expertly handling escalations and reinforcing confidence
Proactively oversee the monitoring of end-to-end payment flows, using tools like ITRS Geneos and Grafana, to anticipate and prevent issues
Utilize deep analytical skills to identify systemic issues, recurring trends, and opportunities for strategic improvement, driving initiatives to enhance system stability
Ensure the team creates and maintains clear, comprehensive documentation for all processes, issue resolutions, and system knowledge, establishing best practices

Fulltime

Director, Services Business Development (Cybersecurity)

Mastercard has evolved into a comprehensive technology and services platform. By...

Location

United Kingdom , London

Salary:

Not provided

Mastercard

Expiration Date

June 30, 2026

Requirements

Excellent communication and presentation skills, capable of articulate storytelling and translating complex concepts into compelling narratives that resonate with clients
Direct selling or customer facing experience, identifying client needs and building cybersecurity proposals
Ability to identify new business development opportunities and experience drafting proposals and scoping new opportunities
Demonstrated ability to build trust-based relationships with both mid- and executive-level clients
NOTE: No non-competes that prevent sales interactions with clients in the financial services sector
10+ years’ experience which include time spent in cybersecurity with team management responsibility
Industry savvy, understanding emerging cyber trends and creatively leveraging market opportunities
Working experience with sales of security services, consulting and/or technologies such as cyber threat intelligence, security awareness and training, cloud security, crisis and incident response management, third party risk management, threat and vulnerability management, security in disruptive technologies such AI - Artificial Intelligence, CRQ – Cyber Risk Quantification, web application firewall, and identity theft protection
Demonstrated experience managing cross-functional initiatives and aligning diverse stakeholders toward common goals
Strong analytical and problem-solving skills, with a data-driven approach to decision-making and continuous improvement

Job Responsibility

Build & Oversee the GTM Operating Model for the Division
Coordinate Internal Execution Across Teams
Specialist Cyber Sales
Identify issues, take improvement actions and communicate progress

Fulltime

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