problem manager

Coca-Cola HBC

<div>
 <p>
  <strong>
   Department:
  </strong>
  Enabling Technology, Digital &amp; Technology Platform Services.
 </p>
 <p>
  <strong>
   Location:
  </strong>
  Cairo, Egypt.
 </p>
 <p>
  <br/>
 </p>
 <p>
  The
  <strong>
   Incident &amp; Problem Manager
  </strong>
  within a Service Integration &amp; 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 &amp; 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.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   YOUR KEY RESPONSIBILITIES:
  </strong>
 </p>
 <p>
  <strong>
   &bull; Incident Management:
  </strong>
 </p>
 <p>
  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.
 </p>
 <p>
  o Act as the escalation point for complex multi-vendor incidents and transfer major incidents (IMCR) to Business Continuity team.
 </p>
 <p>
  o Ensure service providers provide timely and accurate communication to stakeholders during incidents, providing regular updates on status and actions taken.
 </p>
 <p>
  o Facilitate incident &amp; problem swarms to ensure smooth x-vendor collaboration on incidents.
 </p>
 <p>
  o Conduct post-incident reviews to identify root causes and corrective actions to prevent recurrence for repetitive incidents.
 </p>
 <p>
  o Monitor and report on incident trends, identifying areas for improvement.
 </p>
 <p>
  <strong>
   &bull; Problem Management:
  </strong>
 </p>
 <p>
  o Implement and manage the problem management process, ensuring problems are identified, logged, analyzed, and resolved in a timely manner.
 </p>
 <p>
  o Conduct root cause analysis (RCA) for problems, working with cross-functional teams to identify and implement permanent solutions.
 </p>
 <p>
  o Ensure timely maintenance of the Known Error Database (KEDB) and ensure it is up-to-date with known issues and workarounds.
 </p>
 <p>
  o Proactively identify problem trends and patterns, driving continuous improvement initiatives.
 </p>
 <p>
  o Develop and maintain problem management metrics and reports, providing insights to management and stakeholders.
 </p>
 <p>
  <strong>
   &bull; Collaboration and Communication:
  </strong>
 </p>
 <p>
  o Coordinate multiple service providers within the SIAM ecosystem to ensure cohesive and efficient incident and problem management processes.
 </p>
 <p>
  o Facilitate communication between service providers, ensuring alignment and effective resolution of incidents and problems.
 </p>
 <p>
  o Organize and lead regular incident and problem management reviews with stakeholders.
 </p>
 <p>
  <strong>
   &bull; Process Improvement:
  </strong>
 </p>
 <p>
  o Continuously improve incident and problem management processes in line with ITIL v4 and IT4IT best practices.
 </p>
 <p>
  o Identify opportunities for automation and optimization within incident and problem management activities.
 </p>
 <p>
  o Analyze data to identify trends, recurring issues, and problem patterns, using these insights to drive informed decision-making and continuous improvement initiatives.
 </p>
 <p>
  o Ensure documentation and knowledge articles are created and maintained for incident and problem management processes.
 </p>
 <p>
  <strong>
   &bull; Compliance and Governance:
  </strong>
 </p>
 <p>
  o Ensure compliance with organizational policies, standards, and regulatory requirements.
 </p>
 <p>
  o Participate in audits and ensure readiness for compliance checks related to incident and problem management.
 </p>
 <p>
  o Develop and maintain incident and problem management policies, procedures, and standards.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   ARE THESE YOUR SECRET INGREDIENTS?
  </strong>
 </p>
 <p>
  &bull; Bachelor's degree in Information Technology, Computer Science, or related field.
 </p>
 <p>
  &bull; ITIL v4 certification required; additional certifications in IT4IT or SIAM are a plus.
 </p>
 <p>
  &bull; Proven experience in incident and problem management within a complex, multi-vendor environment.
 </p>
 <p>
  &bull; Strong understanding of SIAM principles and experience working in a SIAM ecosystem.
 </p>
 <p>
  &bull; Excellent analytical and problem-solving skills, with a keen eye for detail.
 </p>
 <p>
  &bull; Strong leadership and communication skills, with the ability to manage multiple stakeholders.
 </p>
 <p>
  &bull; Experience with IT Service Management (ITSM) tools such as ServiceNow, BMC Remedy, or similar
 </p>
 <p>
  &bull; In-depth knowledge of ITIL v4 and IT4IT best practices.
 </p>
 <p>
  &bull; Strong understanding of incident and problem management processes and techniques.
 </p>
 <p>
  &bull; Proficiency in conducting root cause analysis and implementing corrective actions.
 </p>
 <p>
  &bull; Ability to manage major incidents and lead cross-functional teams under pressure.
 </p>
 <p>
  &bull; Excellent written and verbal communication skills.
 </p>
 <p>
  &bull; Strong collaboration and interpersonal skills, with the ability to work effectively with diverse teams.
 </p>
 <p>
  &bull; Fluent English communication skills (verbal and written), with the ability to interact with stakeholders.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   ABOUT YOUR NEW TEAM:
  </strong>
 </p>
 <p>
  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.
 </p>
 <p>
  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.
 </p>
 <p>
  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&rsquo;t have the perfect experience. We have faith in what every person can be.
 </p>
 <p>
  And although we have so much to be proud of, we always stay humble. We believe the real magic happens &ndash; for us and for you &ndash; when we OPEN UP.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   AT COCA-COLA HBC, DIVERSITY HELPS US THRIVE
  </strong>
 </p>
 <p>
  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.
 </p>
</div>


Incident and Problem Management Leader (Maternity Cover)

SITA

<div>
 <strong>
  Overview
  <br/>
  <br/>
 </strong>
 WELCOME TO SITA
 <br/>
 <br/>
 At SITA, we keep airports moving, airlines flying smoothly, and borders open. Our technology and communication innovations power the success of the global air travel industry.
 <br/>
 <br/>
 You'll find us in 95% of international airports, working closely with over 2,500 transportation and government clients. Each partnership brings unique challenges, and we thrive on delivering fresh solutions and cutting-edge tech to keep operations running like clockwork. We don't just move the world forward-we're proud to be recognized as a
 <strong>
  Great Place to Work
 </strong>
 &reg; by 79% of our employees and certified in most of our growing locations. Here, we feel empowered, supported, and inspired to grow.
 <br/>
 <br/>
 Are you ready to love your job?
 <br/>
 <br/>
 The adventure begins right here, with you, at SITA.
 <br/>
 <br/>
 <strong>
  About The Role &amp; Team
  <br/>
  <br/>
 </strong>
 <strong>
  <br/>
  <br/>
 </strong>
 Site Reliability Engineer/ Expert/ Specialist you will be responsible for the proactive support of products so that there is high product performance that is continuously improved. Responsible for identifying and resolving the root causes of operational incidents, implementing solutions to improve stability and prevent recurrence. Manages the creation and maintenance of the event catalog to trigger events and develop both manual remediation approaches and automated workflows to resolve alerts. Oversee the deployment of IT services and solutions ensuring successful integration with minimal disruption. Focuses on operational automation and integration to enhance efficiency and collaboration between development and operations within service operations.
 <br/>
 <br/>
 <strong>
  <br/>
  <br/>
 </strong>
 <strong>
  What You Will Do
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Define, build, and maintain support systems to ensure high availability and performance.
  </li>
  <li>
   Handle complex cases for the PSO.
  </li>
  <li>
   Implement automation for system provisioning, self-healing, auto-recovery, deployment, and monitoring.
  </li>
  <li>
   Perform incident response and root cause analysis (RCA) for critical system failures.
  </li>
  <li>
   Monitor system performance and establish Service-Level Indicators (SLIs) and Service-Level Objectives (SLOs).
  </li>
  <li>
   Collaborate with Development and Operations to integrate reliability best practices, including zero-downtime architecture.
  </li>
  <li>
   Proactively identify and remediate performance issues.
  </li>
  <li>
   Work closely with Product T&amp;E, ICE, and Service Architects for new product productization as SGS technical expert.
  </li>
  <li>
   Coordinate with internal and external stakeholders to improve service performance and ensure high availability.
  </li>
  <li>
   Ensure Operations readiness to support new products.
  </li>
  <li>
   Accountable within SGS for in-scope product availability and performance.
  </li>
  <li>
   Problem Management
  </li>
  <li>
   Conduct thorough problem investigations and root cause analyses to diagnose recurring incidents and service disruptions.
  </li>
  <li>
   Coordinate with Incident Management teams and collaborate with PSOs and Engineering/Product teams to implement permanent solutions.
  </li>
  <li>
   Monitor effectiveness of problem resolution activities and provide regular reporting to ensure continuous improvement.
  </li>
  <li>
   Event Management
  </li>
  <li>
   Define, build, and maintain an event catalog specifying active events, thresholds, and remediation actions; optimize it for efficiency.
  </li>
  <li>
   Develop event response protocols, provide training, and ensure efficient incident handling.
  </li>
  <li>
   Customer &amp; Operational Support
  </li>
  <li>
   Collaborate with Customer Success Managers to implement initiatives that enhance customer satisfaction and retention.
  </li>
  <li>
   Prepare reports, documentation, and communication materials covering customer metrics, updates, and product changes.
  </li>
  <li>
   Identify and implement improvements in internal processes and workflows.
  </li>
  <li>
   Contribute to knowledge management resources such as FAQs and training materials.
  </li>
  <li>
   Data Steward Responsibilities
  </li>
  <li>
   Implement data governance policies defined by the Data Owner and ensure adherence to standards.
  </li>
  <li>
   Monitor data quality, consistency, and compliance on an ongoing basis.
  </li>
  <li>
   Act as a Subject Matter Expert (SME) for data within the assigned area, providing guidance and answering queries.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  <br/>
  <br/>
 </strong>
 <strong>
  Who You Are
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Bachelor&rsquo;s degree in Computer Science, Information Technology, Engineering, or a related field.
  </li>
  <li>
   5+ years of experience in IT operations, service management, or infrastructure management, including roles such as Site Reliability Engineer, Problem Manager, or DevOps Manager.
  </li>
  <li>
   Proven experience managing high-availability systems and ensuring operational reliability.
  </li>
  <li>
   Extensive experience in root cause analysis (RCA), incident management, and developing permanent solutions for recurring service disruptions.
  </li>
  <li>
   Hands-on experience with CI/CD pipelines, automation, system performance monitoring, and infrastructure as code (IaC).
  </li>
  <li>
   Strong background in collaborating with cross-functional teams (Development, Operations, Engineering, etc.) to improve operational processes and service delivery.
  </li>
  <li>
   Experience managing deployments, conducting risk assessments, and optimizing event and problem management processes.
  </li>
  <li>
   Familiarity with cloud technologies, containerization, and scalable architectures, including zero-downtime deployment strategies.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Technical Skills (Must-to-Have)
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Strong AKS &amp; On prem K8s skills and experience.
  </li>
  <li>
   Scripting (Ansible &amp; Bash, Python - combination of anything would be great),
  </li>
  <li>
   Automation,
  </li>
  <li>
   CI/CD pipeline,
  </li>
  <li>
   Terraform exposure,
  </li>
  <li>
   Azure (or) AWS skill.
  </li>
  <li>
   Basic DB skills.
  </li>
  <li>
   Strong problem-solving skills &amp; quick learner.
  </li>
  <li>
   SRE mindset.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Qualifications
  <br/>
  <br/>
 </strong>
 WHAT WE OFFER
 <br/>
 <br/>
 We're all about diversity. We operate in 200 countries and speak 60 different languages and cultures. We're really proud of our inclusive environment. Our offices are comfortable and fun places to work, and we make sure you get to work from home too. Find out what it's like to join our team and take a step closer to your best life ever.
 <br/>
 <br/>
 🏡
 <strong>
  Flex Week:
 </strong>
 Work from home up to 2 days/week (depending on your team's needs)
 <br/>
 <br/>
 ⏰
 <strong>
  Flex Day:
 </strong>
 Make your workday suit your life and plans.
 <br/>
 <br/>
 🌎
 <strong>
  Flex-Location:
 </strong>
 Take up to 30 days a year to work from any location in the world.
 <br/>
 <br/>
 🌿
 <strong>
  Employee Wellbeing:
 </strong>
 We have got you covered with our Employee Assistance Program (EAP), for you and your dependents 24/7, 365 days/year. We also offer Champion Health - a personalized platform that supports a range of wellbeing needs.
 <br/>
 <br/>
 🚀
 <strong>
  Professional Development:
 </strong>
 At SITA, we believe growth fuels innovation. Our learning ecosystem offers access to world-class platforms and programs designed to help you thrive. From
 <strong>
  LinkedIn Learning, Microsoft's Enterprise Skills Initiative,
 </strong>
 and
 <strong>
  Airport Council International
 </strong>
 -available to all employees-to specialized solutions like
 <strong>
  Pluralsight
 </strong>
 for technology upskilling,
 <strong>
  Harvard Business Publishing
 </strong>
 for people leadership,
 <strong>
  Stanford
 </strong>
 for strategic development and many others, we align learning opportunities with your Development Plan and our business priorities. Your development journey is supported every step of the way.
 <br/>
 <br/>
 🙌
 <strong>
  Competitive Benefits:
 </strong>
 Competitive benefits that make sense with both your local market and employment status.
 <br/>
 <br/>
 <em>
  SITA is an Equal Opportunity Employer. We value a diverse workforce. In support of our Employment Equity Program, we encourage women, aboriginal people, members of visible minorities, and/or persons with disabilities to apply and self-identify in the application process.
 </em>
</div>


Infrastructure System Engineer

Capgemini

<div>
 <strong>
  About Capgemini
  <br/>
  <br/>
 </strong>
 Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem. The Group reported 2024 global revenues of &euro;22.1 billion.
 <br/>
 <br/>
 <strong>
  Job Description
  <br/>
  <br/>
 </strong>
 We are looking for a detail-oriented Problem Management Specialist to join the Problem Management team. This role is essential in identifying, analyzing, and resolving recurring incidents and systemic issues that impact the stability and performance of services. You will work closely with L2/L3 support teams, service owners, and the Service Desk to ensure root causes are addressed and long-term solutions are implemented.
 <br/>
 <br/>
 <strong>
  Key Responsibilities
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Participate in the end-to-end Problem Management lifecycle, including problem detection, logging, categorization, investigation, and resolution.
  </li>
  <li>
   Analyze incident trends from monthly reports and customer complaints to identify potential problems.
  </li>
  <li>
   Conducting Root Cause Analyses (RCAs) and documenting Known Errors in the ESM tool.
  </li>
  <li>
   Collaborate with technical teams to validate workarounds and ensure permanent fixes are implemented.
  </li>
  <li>
   Maintain and update the Known Error Log and assist in preparing reports for governance and audit purposes.
  </li>
  <li>
   Coordinate with stakeholders to gather data, validate findings, and track progress on corrective actions.
  </li>
  <li>
   Ensure compliance with SOPs and escalation matrix.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Qualifications
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Bachelor&rsquo;s degree in computer science, Information Systems, Engineering or a related field.
  </li>
  <li>
   At least 5 years of experience in IT Service Management with 2&ndash;3 years of experience preferably in a Problem Management role.
  </li>
  <li>
   Outstanding English communication, both verbal and non-verbal.
  </li>
  <li>
   Familiarity with ITIL framework.
  </li>
  <li>
   Experience working with ESM tools and generating RCA documentation.
  </li>
  <li>
   Strong analytical and communication skills.
  </li>
  <li>
   Ability to work collaboratively in a fast-paced, multi-stakeholder environment.
  </li>
  <li>
   Understanding of microservices architecture and API integrations.
  </li>
  <li>
   Exposure to tools like Dynatrace, ServiceNow, or similar monitoring and ticketing platforms.
  </li>
 </ul>
</div>


Problem Management

<div>
 <p>
  <strong>
   Department:
  </strong>
  Enabling Technology, Digital &amp; Technology Platform Services.
 </p>
 <p>
  <strong>
   Location:
  </strong>
  Cairo, Egypt.
 </p>
 <p>
  <br/>
 </p>
 <p>
  The
  <strong>
   Senior Incident &amp; Problem Management Leader
  </strong>
  plays a critical role within the Service Integration &amp; Management (SIAM) organization, accountable not only for the end-to-end execution of Incident and Problem Management, but also for process ownership, governance, and continuous service improvement for one of the core IT Service Operations processes (Incident, Problem, or Service Request Management).
 </p>
 <p>
  <br/>
 </p>
 <p>
  In addition to managing high-severity and complex operational issues, this role acts as the Single Point of Contact (SPOC) for one or more business-critical platforms (e.g. Supply Chain, Finance, Commercial, Data &amp; AI), handling senior-level escalations and ensuring operational performance meets business expectations.
 </p>
 <p>
  <br/>
 </p>
 <p>
  The Senior Leader works closely with Product Management, Platform Architecture, and ITSM Platform teams to ensure the ITSM platform of choice continuously evolves to support scalable, compliant, and efficient IT Service Operations.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   YOUR KEY RESPONSIBILITIES:
  </strong>
 </p>
 <p>
  <strong>
   Incident Management
  </strong>
 </p>
 <p>
  &bull; Lead the end-to-end Incident Management process across a complex, multi-vendor SIAM ecosystem.
 </p>
 <p>
  &bull; Act as senior escalation point for high-impact and business-critical incidents, including escalations from senior management.
 </p>
 <p>
  &bull; Own and oversee Major Incident Management, ensuring effective war-room leadership, decision-making, and executive-level communication.
 </p>
 <p>
  &bull; Ensure incidents are managed in line with agreed SLAs, OLAs, and XLAs across all platforms and service providers.
 </p>
 <p>
  &bull; Drive post-incident reviews for major and recurring incidents, ensuring actionable outcomes and measurable improvements.
 </p>
 <p>
  <strong>
   Problem Management
  </strong>
 </p>
 <p>
  &bull; Lead the Problem Management process end-to-end, ensuring problems are identified, prioritized, analyzed, and permanently resolved.
 </p>
 <p>
  &bull; Ensure high-quality Root Cause Analysis (RCA) and follow-through on corrective and preventive actions.
 </p>
 <p>
  &bull; Govern the Known Error Database (KEDB) and ensure effective reuse of known errors and workarounds across service teams.
 </p>
 <p>
  &bull; Proactively identify systemic issues and recurring failure patterns, translating insights into service improvement initiatives.
 </p>
 <p>
  <strong>
   Process Ownership &amp; Governance
  </strong>
 </p>
 <p>
  As Process Manager for one of the core IT Service Operations processes (Incident, Problem, or Service Request Management), the Senior Leader will:
 </p>
 <p>
  &bull; Ensure process documentation is reviewed and updated at least every 6 months or upon material change.
 </p>
 <p>
  &bull; Define, monitor, and enforce process KPIs and compliance across all platforms and ITSM tools.
 </p>
 <p>
  &bull; Ensure consistent process adoption across vendors, platforms, and service teams.
 </p>
 <p>
  &bull; Participate in internal and external audits, providing evidence that the process is governed, controlled, and operating effectively.
 </p>
 <p>
  &bull; Own process improvements aligned with ITIL v4, IT4IT, and organizational standards.
 </p>
 <p>
  <strong>
   Business-Critical Platform SPOC
  </strong>
 </p>
 <p>
  &bull; Act as the primary operational SPOC for one or more business-critical platforms (e.g. Supply Chain, Finance, Commercial, Data &amp; AI).
 </p>
 <p>
  &bull; Develop a deep understanding of platform-specific risks, dependencies, and business impact.
 </p>
 <p>
  &bull; Ensure proactive engagement with platform owners, product teams, and service providers.
 </p>
 <p>
  &bull; Lead platform-specific Service Improvement Plans (SIPs) and track delivery of measurable outcomes.
 </p>
 <p>
  <strong>
   Service Improvement &amp; Senior Stakeholder Management (Expanded)
  </strong>
 </p>
 <p>
  &bull; Handle escalations from senior business and IT leadership with clarity, ownership, and credibility.
 </p>
 <p>
  &bull; Lead cross-functional Service Improvement Plans, ensuring actions are prioritized, tracked, and delivered.
 </p>
 <p>
  &bull; Provide regular insights on operational performance, risks, and improvement opportunities to senior stakeholders.
 </p>
 <p>
  &bull; Act as a trusted operational advisor to Product and Platform leadership.
 </p>
 <p>
  <strong>
   ITSM Platform Evolution
  </strong>
 </p>
 <p>
  &bull; Work closely with Product Management and ITSM Platform teams to ensure the ITSM platform continuously evolves to support IT Service Operations.
 </p>
 <p>
  &bull; Provide operational input into ITSM roadmap decisions, including automation, analytics, and process enablement.
 </p>
 <p>
  &bull; Ensure process requirements are translated into scalable and maintainable platform capabilities (e.g. workflows, KPIs, reporting).
 </p>
 <p>
  <strong>
   COMPLIANCE &amp; GOVERNANCE
  </strong>
 </p>
 <p>
  &bull; Ensure Incident and Problem Management processes comply with internal policies, regulatory requirements, and audit standards.
 </p>
 <p>
  &bull; Maintain audit readiness and support evidence-based assurance activities.
 </p>
 <p>
  &bull; Ensure governance forums (incident reviews, problem reviews, SIPs) operate effectively and deliver outcomes.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   ARE THESE YOUR SECRET INGREDIENTS?
  </strong>
 </p>
 <p>
  &bull; Bachelor's degree in Information Technology, Computer Science, or related field.
 </p>
 <p>
  &bull; ITIL v4 certification required; additional certifications in IT4IT or SIAM are a plus.
 </p>
 <p>
  &bull; Proven experience in incident and problem management within a complex, multi-vendor environment.
 </p>
 <p>
  &bull; Strong understanding of SIAM principles and experience working in a SIAM ecosystem.
 </p>
 <p>
  &bull; Excellent analytical and problem-solving skills, with a keen eye for detail.
 </p>
 <p>
  &bull; Strong leadership and communication skills, with the ability to manage multiple stakeholders.
 </p>
 <p>
  &bull; Experience with IT Service Management (ITSM) tools such as ServiceNow, BMC Remedy, or similar.
 </p>
 <p>
  &bull; In-depth knowledge of ITIL v4 and IT4IT best practices.
 </p>
 <p>
  &bull; Strong understanding of incident and problem management processes and techniques.
 </p>
 <p>
  &bull; Proficiency in conducting root cause analysis and implementing corrective actions.
 </p>
 <p>
  &bull; Ability to manage major incidents and lead cross-functional teams under pressure.
 </p>
 <p>
  &bull; Excellent written and verbal communication skills.
 </p>
 <p>
  &bull; Strong collaboration and interpersonal skills, with the ability to work effectively with diverse teams.
 </p>
 <p>
  &bull; Fluent English communication skills (verbal and written), with the ability to interact with stakeholders.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   ABOUT YOUR NEW TEAM:
  </strong>
 </p>
 <p>
  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.
 </p>
 <p>
  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.
 </p>
 <p>
  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&rsquo;t have the perfect experience. We have faith in what every person can be.
 </p>
 <p>
  And although we have so much to be proud of, we always stay humble. We believe the real magic happens &ndash; for us and for you &ndash; when we OPEN UP.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   AT COCA-COLA HBC, DIVERSITY HELPS US THRIVE
  </strong>
 </p>
 <p>
  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.
 </p>
</div>


Senior Incident and Problem Management Leader

<div><div><div><div><div><div><div><div>Egypt (Cairo)
</div></div></div></div><div><div><div>Information Technology
</div></div></div><div><div><div>Hybrid
</div></div></div><div><div><div>Experienced Professionals
</div></div></div></div></div></div><div><div><div><div><div><div><b>Department: </b>Enabling Technology, Digital &amp; Technology Platform Services.
</div><div><b>Location:</b> Cairo, Egypt.<br>
</div><div></div><br>
<div>The <b>Senior Incident &amp; Problem Management Leader</b> plays a critical role within the Service Integration &amp; Management (SIAM) organization, accountable not only for the end-to-end execution of Incident and Problem Management, but also for process ownership, governance, and continuous service improvement for one of the core IT Service Operations processes (Incident, Problem, or Service Request Management).<br>
</div><div></div><br>
<div>In addition to managing high-severity and complex operational issues, this role acts as the Single Point of Contact (SPOC) for one or more business-critical platforms (e.g. Supply Chain, Finance, Commercial, Data &amp; AI), handling senior-level escalations and ensuring operational performance meets business expectations.<br>
</div><div></div><br>
<div>The Senior Leader works closely with Product Management, Platform Architecture, and ITSM Platform teams to ensure the ITSM platform of choice continuously evolves to support scalable, compliant, and efficient IT Service Operations.<br>
</div><div></div><br>
<div><b>YOUR KEY RESPONSIBILITIES:
</b></div><div><b>Incident Management
</b></div><div><ul><li>Lead the end-to-end Incident Management process across a complex, multi-vendor SIAM ecosystem.
</li><li>Act as senior escalation point for high-impact and business-critical incidents, including escalations from senior management.
</li><li>Own and oversee Major Incident Management, ensuring effective war-room leadership, decision-making, and executive-level communication.
</li><li>Ensure incidents are managed in line with agreed SLAs, OLAs, and XLAs across all platforms and service providers.
</li><li>Drive post-incident reviews for major and recurring incidents, ensuring actionable outcomes and measurable improvements.
</li></ul></div><div><b>Problem Management
</b></div><div><ul><li>Lead the Problem Management process end-to-end, ensuring problems are identified, prioritized, analyzed, and permanently resolved.
</li><li>Ensure high-quality Root Cause Analysis (RCA) and follow-through on corrective and preventive actions.
</li><li>Govern the Known Error Database (KEDB) and ensure effective reuse of known errors and workarounds across service teams.
</li><li>Proactively identify systemic issues and recurring failure patterns, translating insights into service improvement initiatives.
</li></ul></div><div><b>Process Ownership &amp; Governance
</b></div><div><div>As Process Manager for one of the core IT Service Operations processes (Incident, Problem, or Service Request Management), the Senior Leader will:
</div><ul><li>Ensure process documentation is reviewed and updated at least every 6 months or upon material change.
</li><li>Define, monitor, and enforce process KPIs and compliance across all platforms and ITSM tools.
</li><li>Ensure consistent process adoption across vendors, platforms, and service teams.
</li><li>Participate in internal and external audits, providing evidence that the process is governed, controlled, and operating effectively.
</li><li>Own process improvements aligned with ITIL v4, IT4IT, and organizational standards.
</li></ul></div><div><b>Business-Critical Platform SPOC
</b></div><div><ul><li>Act as the primary operational SPOC for one or more business-critical platforms (e.g. Supply Chain, Finance, Commercial, Data &amp; AI).
</li><li>Develop a deep understanding of platform-specific risks, dependencies, and business impact.
</li><li>Ensure proactive engagement with platform owners, product teams, and service providers.
</li><li>Lead platform-specific Service Improvement Plans (SIPs) and track delivery of measurable outcomes.
</li></ul></div><div><b>Service Improvement &amp; Senior Stakeholder Management (Expanded)
</b></div><div><ul><li>Handle escalations from senior business and IT leadership with clarity, ownership, and credibility.
</li><li>Lead cross-functional Service Improvement Plans, ensuring actions are prioritized, tracked, and delivered.
</li><li>Provide regular insights on operational performance, risks, and improvement opportunities to senior stakeholders.
</li><li>Act as a trusted operational advisor to Product and Platform leadership.
</li></ul></div><div><b>ITSM Platform Evolution
</b></div><div><ul><li>Work closely with Product Management and ITSM Platform teams to ensure the ITSM platform continuously evolves to support IT Service Operations.
</li><li>Provide operational input into ITSM roadmap decisions, including automation, analytics, and process enablement.
</li><li>Ensure process requirements are translated into scalable and maintainable platform capabilities (e.g. workflows, KPIs, reporting).
</li></ul></div><div><b>COMPLIANCE &amp; GOVERNANCE
</b></div><div><ul><li>Ensure Incident and Problem Management processes comply with internal policies, regulatory requirements, and audit standards.
</li><li>Maintain audit readiness and support evidence-based assurance activities.
</li><li>Ensure governance forums (incident reviews, problem reviews, SIPs) operate effectively and deliver outcomes.<br>
</li></ul></div><div></div><br>
<div><b>ARE THESE YOUR SECRET INGREDIENTS?
</b></div><ul><li>Bachelor's degree in Information Technology, Computer Science, or related field.
</li><li>ITIL v4 certification required; additional certifications in IT4IT or SIAM are a plus.
</li><li>Proven experience in incident and problem management within a complex, multi-vendor environment.
</li><li>Strong understanding of SIAM principles and experience working in a SIAM ecosystem.
</li><li>Excellent analytical and problem-solving skills, with a keen eye for detail.
</li><li>Strong leadership and communication skills, with the ability to manage multiple stakeholders.
</li><li>Experience with IT Service Management (ITSM) tools such as ServiceNow, BMC Remedy, or similar.
</li><li>In-depth knowledge of ITIL v4 and IT4IT best practices.
</li><li>Strong understanding of incident and problem management processes and techniques.
</li><li>Proficiency in conducting root cause analysis and implementing corrective actions.
</li><li>Ability to manage major incidents and lead cross-functional teams under pressure.
</li><li>Excellent written and verbal communication skills.
</li><li>Strong collaboration and interpersonal skills, with the ability to work effectively with diverse teams.
</li><li>Fluent English communication skills (verbal and written), with the ability to interact with stakeholders.<br>
</li></ul><div></div><br>
<div><b>ABOUT YOUR NEW TEAM:
</b></div><div>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.
</div><div>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.
</div><div>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&rsquo;t have the perfect experience. We have faith in what every person can be.
</div><div>And although we have so much to be proud of, we always stay humble. We believe the real magic happens &ndash; for us and for you &ndash; when we OPEN UP.<br>
</div><div></div><br>
<div><b>AT COCA-COLA HBC, DIVERSITY HELPS US THRIVE
</b></div><div>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.</div></div></div></div></div></div></div><div></div>

Transamerica

<div></div><div><div>Job Family</div>
IT Operations<div></div><div><div>
About Us</div></div><div></div><div><div><br>
At Transamerica, hard work, innovative thinking, and personal accountability are qualities we honor and reward. We understand the potential of leveraging the talents of a diverse workforce. We embrace an environment where employees enjoy a balance between their careers, families, communities, and personal interests.</div></div><div></div><div><div><div><br>
Ultimately, we appreciate the uniqueness of a company where talented professionals work collaboratively in a positive environment &mdash; one focused on helping people look forward and plan for the best life possible while providing tools and solutions that make it easier to get there.</div></div><div></div><div><div><br>
Who We Are</div></div><div></div><div><div><div><br>
We believe everyone deserves to live their best life. More than a century ago, we were among the first financial services companies in America to serve everyday people from all walks of life.</div></div><div></div><div><div>
Today, we&rsquo;re part of an international holding company, with millions of customers and thousands of employees worldwide. Our insurance, retirement, and investment solutions help people make the most of what&rsquo;s important to them.</div></div><div></div><div><div>
We&rsquo;re empowered by a vast agent network covering North America, with diversity to match. Together with our nonprofit research institute and foundation, we tune in, step up, and are a force for good &mdash; for our customers and the communities where we live, work, and play. United in our purpose, we help people create the financial freedom to live life on their terms.</div></div></div><div></div><div><div>
What We Do</div></div><div></div><div><div><div><br>
Transamerica is organized into three distinct businesses. These include 1) World Financial Group, including Transamerica Financial Advisors, 2) Protection Solutions and Savings &amp; Investments, comprised of life insurance, annuities, employee benefits, retirement plans, and Transamerica Investment Solutions, and 3) Financial Assets, which includes legacy blocks of long term care, universal life, and variable and fixed annuities. These are supported by Transamerica Corporate, which includes Finance, People and Places, General Counsel, Risk, Internal Audit, Strategy and Development, and Corporate Affairs, which covers Communications, Brand, and Government and Policy Affairs.</div></div><div></div><div><div><br>
Transamerica employs nearly 7,000 people. It&rsquo;s part of Aegon, an integrated, diversified, international financial services group serving approximately 23.9 million customers worldwide.* For more information, visit <div>transamerica.com</div>.</div></div></div></div><div></div><div>
Job Description Summary</div>
Follow Major Incident and Problem Management processes to drive high priority incident resolution efforts, root cause analyses, and problem remediation to implement a permanent fix in the production environment. Provide guidance to various technical teams during high priority ongoing incidents and the problem management phases of the service management lifecycle, leveraging best practices according to the ITIL framework.<div></div><div>
Job Description</div><div>
Responsibilities</div><ul><li>
Act as a major incident manager during critical incidents, crises, and other broadly impacting events.</li></ul><div><ul><li>
Manage incident bridge calls, facilitate incident chats with close to real time information, draft and send timely communications, escalate to senior management and drive work-streams to mitigate an incident.</li></ul></div><div><ul><li>
Facilitate industry-standard Root Cause Analysis (RCA) exercises as a result of critical incidents and initiating the Problem Management cycle.</li></ul></div><div><ul><li>
Collaborate with architecture, DevOps, and Infrastructure teams to identify the root cause for recurring incidents and create action plans for resolution.</li></ul></div><div><ul><li>
Interact directly with IT leaders, managers and key stakeholders to proactively communicate status on active major incidents or problem investigations.</li></ul></div><div><ul><li>
Record, coordinate, and report on progress of problem tasks from post incident reviews, and RCA&rsquo;s.</li></ul></div><div><ul><li>
Develop and enrich restoration procedures to mitigate future outages and business disruptions.</li></ul></div><div><ul><li>
Partner with other IT lifecycle process owners to ensure alignment and the consistent and effective delivery of ITSM processes to the organization.</li></ul></div><div><ul><li>
Work towards continuous service improvement.</li></ul></div><div><ul><li>
Establish metrics and reporting with contributions from ITSM process owners.</li></ul></div><div><ul><li>
Define critical success factors and key performance indicators (KPI) for the processes.</li></ul></div><div><ul><li>
Track and analyze trends and generate statistical reports.</li></ul></div><div><ul><li>
Perform trend analysis to anticipate potential problems for proactive resolution.</li></ul></div><div><ul><li>
Write timely and accurate executive style technical communications. Provide detailed notes of highly visible production issues on a timely basis to senior management.</li></ul></div><div><ul><li>
Send executive communications to a global audience to provide accurate details of incidents and impact to the business.</li></ul></div><div><br>
<br>
Qualifications</div><div><ul><li>
Bachelor&rsquo;s degree in information technology, computer science or related discipline, or equivalent experience</li></ul></div><div><ul><li>
Five years of technology and related management experience, including IT Service Management experience</li></ul></div><div><ul><li>
Three years of incident/problem management experience</li></ul></div><div><ul><li>
Experience working with cross-functional teams and staff of all levels including managed service providers</li></ul></div><ul><li>
Familiarity with System Development Lifecycle Methodology (SDLC)</li></ul><div><ul><li>
Experience developing and providing SLAs &amp; KPI&rsquo;s</li></ul></div><div><ul><li>
Flexibility and willingness to support a 24x7 global operation via off-hours support, on-call availability, or other as needed per rhythm and needs of the business</li></ul></div><div><ul><li>
Strong problem-solving skills and process oriented thinking</li></ul></div><div><ul><li>
Ability to prioritize and multi-task in a dynamic changing agile environment with tight deadlines</li></ul></div><div><ul><li>
Relationship building skills to work across a diverse global organization, coordinate cross-function teams towards completion, and facilitate consensus across key IT personnel</li></ul></div><div><br>
<br>
Preferred Qualifications</div><ul><li>
ITIL v3/4 certification, or formal training in ITIL/ITSM</li><li>
Financial Services/Insurance industry background</li></ul><div></div><div>
Working Conditions</div><ul><li>
Hybrid-Office Environment (Tuesdays, Wednesday, Thursdays)</li><li>
Occasional Travel &lt;10%</li></ul><div><i><br>
This job description is not a contract of employment nor for any specific job responsibilities. The Company may change, add to, remove, or revoke the terms of this job description at its discretion. Managers may assign other duties and responsibilities as needed. In the event an employee or applicant requests or requires an accommodation to perform job functions, the applicable HR Business Partner should be contacted to evaluate the accommodation request.</i></div><div></div><div>
Compensation</div><div></div><div>
The Salary for this position generally ranges between $93,000<i> </i>- $120,000 annually. <i>Please note that the salary range is a good faith estimate for this position and actual starting pay is determined by several factors including </i>qualifications, experience, geography, work location designation (in-office, hybrid, remote) and operational needs. Salary may vary above and below the stated amounts, as permitted by applicable law.</div><div></div><div>
Additionally, this position is typically eligible for an Annual Bonus based on the Company Bonus Plan/Individual Performance and is at the Company&rsquo;s discretion.</div><div></div><div>
Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.</div><div></div><div>
This is a hybrid position requiring three days in office per week in one of our hub locations (list locations that are applicable). Relocation assistance will not be provided for this position.</div><div></div><div>
What We Offer</div><div></div><div><br>
For eligible employees, we offer a comprehensive benefits package designed to support both the personal and financial well-being of our employees.</div><div></div><div><br>
Compensation Benefits</div><ul><li><div>
Competitive Pay</div></li><li><div>
Bonus for Eligible Employees</div></li></ul><div></div><div><br>
Benefits Package</div><ul><li><div>
Pension Plan</div></li><li><div>
401k Match</div></li><li><div>
Employee Stock Purchase Plan</div></li><li><div>
Tuition Reimbursement</div></li><li><div>
Disability Insurance</div></li><li><div>
Medical Insurance</div></li><li><div>
Dental Insurance</div></li><li><div>
Vision Insurance</div></li><li><div>
Employee Discounts</div></li><li><div>
Career Training &amp; Development Opportunities</div></li></ul><div></div><div><br>
Health and Work/Life Balance Benefits</div><ul><li><div>
Paid Time Off starting at 160 hours annually for employees in their first year of service.</div></li><li><div>
Ten (10) paid holidays per year (typically mirroring the New York Stock Exchange (NYSE) holidays).</div></li><li><div>
Be Well Company holistic wellness program, which includes Wellness Coaching and Reward Dollars</div></li><li><div>
Parental Leave &ndash; fifteen (15) days of paid parental leave per calendar year to eligible employees with at least one year of service at the time of birth, placement of an adopted child, or placement of a foster care child.</div></li><li><div>
Adoption Assistance</div></li><li><div>
Employee Assistance Program</div></li><li><div>
Back-Up Care Program</div></li><li><div>
PTO for Volunteer Hours</div></li><li><div>
Employee Matching Gifts Program</div></li><li><div>
Employee Resource Groups</div></li><li><div>
Inclusion and Diversity Programs</div></li><li><div>
Employee Recognition Program</div></li><li><div>
Referral Bonus Programs</div></li></ul><div></div><div><br>
Inclusion &amp; Diversity</div><div></div><div><br>
We believe our commitment to diversity and inclusion creates a work environment filled with exceptional individuals. We&rsquo;re thrilled to have been recognized for our efforts through the Human Rights Campaign Corporate Equality Index, Dave Thomas Adoption Friendly Advocate, and several Seramount lists, including the Inclusion Index, 100 Best Companies for Working Parents, Best Companies for Dads, and Top 75 Companies for Executive Women.</div><div></div><div><br>
To foster a culture of inclusivity throughout our workforce, workplace, and marketplace, Transamerica offers a wide range of diversity and inclusion programs. This includes our company-sponsored, employee-driven Employee Resource Groups (ERGs), which are formed around a shared interest or a common characteristic of diversity. ERGs are open to all employees. They provide a supportive environment to help us better appreciate our similarities and differences and understand how they benefit us all.</div><div></div><div><br>
Giving Back</div><div></div><div><br>
We believe our responsibilities extend beyond our corporate walls. That's why we created the <div>Aegon Transamerica Foundation</div> in 1994. Through a mix of financial grants and the volunteer efforts of our employees, the foundation supports nonprofit organizations focused on the things that matter most to our people in the communities where we live and work.</div><div></div><div><br>
Transamerica&rsquo;s Parent Company</div><div></div><div><div><br>
Aegon</div> acquired the Transamerica business in 1999. Since its start in 1844, Aegon has grown into an international company serving more than 23.9 million people across the globe.* It offers investment, protection, and retirement solutions, always with a clear purpose: Helping people live their best lives. As a leading global investor and employer, the company seeks to have a positive impact by addressing critical environmental and societal issues, with a focus on climate change and inclusion and diversity.</div><div></div><ul><li>As of December 31, 2023</li></ul></div><div></div>

Sr IT Service Management and Compliance Analyst

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