Incident & Problem Management Leader

Egypt

Egypt (Cairo)

Information Technology

Hybrid

Experienced Professionals

Department: Enabling Technology, Digital & Technology Platform Services

We are seeking for a leader to join our new Service Integration and Management team, that will manage multiple service providers and integrate their services to provide a single, seamless service to the internal customer.

The Incident & Problem Management leader within a Service Integration & Management (SIAM) organization is responsible for managing the end-to-end process of incident and problem management to ensure minimal disruption to business operations. This role aims to swiftly restore normal service operation following incidents, and to proactively identify and resolve problems to prevent recurrence. The Incident & Problem Manager works collaboratively across multiple service providers, ensuring alignment with ITIL v4 and IT4IT best practices to deliver seamless and integrated IT services, reporting to Service Management Platform Manager.

YOUR KEY RESPONSIBILITIES:

Incident Management:

o Coordinate and manage the incident management process end-to-end, ensuring incidents are logged, categorized, prioritized, and resolved within agreed service levels across vendors

o Act as the escalation point for complex multi-vendor incidents and transfer major incidents (IMCR) to Business Continuity team

o Ensure service providers provide timely and accurate communication to stakeholders during incidents, providing regular updates on status and actions taken

o Facilitate incident & problem swarms to ensure smooth x-vendor collaboration on incidents

o Conduct post-incident reviews to identify root causes and corrective actions to prevent recurrence for repetitive incidents

o Monitor and report on incident trends, identifying areas for improvement

Problem Management:

o Implement and manage the problem management process, ensuring problems are identified, logged, analyzed, and resolved in a timely manner

o Conduct root cause analysis (RCA) for problems, working with cross-functional teams to identify and implement permanent solutions

o Ensure timely maintenance of the Known Error Database (KEDB) and ensure it is up-to-date with known issues and workarounds

o Proactively identify problem trends and patterns, driving continuous improvement initiatives

o Develop and maintain problem management metrics and reports, providing insights to management and stakeholders

Collaboration and Communication:

o Coordinate multiple service providers within the SIAM ecosystem to ensure cohesive and efficient incident and problem management processes

o Facilitate communication between service providers, ensuring alignment and effective resolution of incidents and problems

o Organize and lead regular incident and problem management reviews with stakeholders

Process Improvement:

o Continuously improve incident and problem management processes in line with ITIL v4 and IT4IT best practices

o Identify opportunities for automation and optimization within incident and problem management activities

o Analyze data to identify trends, recurring issues, and problem patterns, using these insights to drive informed decision-making and continuous improvement initiatives

o Ensure documentation and knowledge articles are created and maintained for incident and problem management processes

Compliance and Governance:

o Ensure compliance with organizational policies, standards, and regulatory requirements

o Participate in audits and ensure readiness for compliance checks related to incident and problem management

o Develop and maintain incident and problem management policies, procedures, and standards

ARE THESE YOUR SECRET INGREDIENTS?

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 (5+ years) 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
Proficiency in conducting root cause analysis and implementing corrective actions
Ability to manage major incidents and lead cross-functional teams under pressure
Excellent written and verbal communication skills
Strong collaboration and interpersonal skills, with the ability to work effectively with diverse teams

ABOUT YOUR NEW TEAM:

We are Coca-Cola Hellenic, a growth-focused consumer goods business and strategic bottling partner of the Coca-Cola Company. We bottle, distribute and sell an unrivalled range of products in 29 markets in Europe, Africa and Eurasia. As we do, we create value for all stakeholders, support socio-economic growth and build a more positive environmental impact.

We bring together more than 30,000 people from over 70 nationalities, coming from five continents. The diversity of our markets, from mature to emerging economies, provides a wide range of attractive opportunities for growth.

We nurture our talents. We give opportunities to people across all functions and levels, as well as different geographies, backgrounds and education. We are willing to take a risk on the people we believe in, even if they don’t have the perfect experience. We have faith in what every person can be.

And although we have so much to be proud of, we always stay humble. We believe the real magic happens – for us and for you – when we OPEN UP.

AT COCA-COLA HBC, DIVERSITY HELPS US THRIVE

At Coca-Cola HBC, we are an inclusive employer that thrives on diversity. This means our environment provides equal opportunities for all, regardless of race, color, religion, age, disability, sexual orientation, or gender identity. Join us in nurturing a culture where everyone belongs and contributes to our collective success.

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