Senior Incident and Problem Management Leader

Department: Enabling Technology, Digital & Technology Platform Services.

Location: Cairo, Egypt.

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

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 & AI), handling senior-level escalations and ensuring operational performance meets business expectations.

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.

YOUR KEY RESPONSIBILITIES:

Incident Management

• 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.

Problem Management

• 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.

Process Ownership & Governance

As Process Manager for one of the core IT Service Operations processes (Incident, Problem, or Service Request Management), the Senior Leader will:

• Ensure process documentation is reviewed and updated at least every 6 months or upon material change.

• Define, monitor, and enforce process KPIs and compliance across all platforms and ITSM tools.

• Ensure consistent process adoption across vendors, platforms, and service teams.

• Participate in internal and external audits, providing evidence that the process is governed, controlled, and operating effectively.

• Own process improvements aligned with ITIL v4, IT4IT, and organizational standards.

Business-Critical Platform SPOC

• Act as the primary operational SPOC for one or more business-critical platforms (e.g. Supply Chain, Finance, Commercial, Data & AI).

• Develop a deep understanding of platform-specific risks, dependencies, and business impact.

• Ensure proactive engagement with platform owners, product teams, and service providers.

• Lead platform-specific Service Improvement Plans (SIPs) and track delivery of measurable outcomes.

Service Improvement & Senior Stakeholder Management (Expanded)

• Handle escalations from senior business and IT leadership with clarity, ownership, and credibility.

• Lead cross-functional Service Improvement Plans, ensuring actions are prioritized, tracked, and delivered.

• Provide regular insights on operational performance, risks, and improvement opportunities to senior stakeholders.

• Act as a trusted operational advisor to Product and Platform leadership.

ITSM Platform Evolution

• Work closely with Product Management and ITSM Platform teams to ensure the ITSM platform continuously evolves to support IT Service Operations.

• Provide operational input into ITSM roadmap decisions, including automation, analytics, and process enablement.

• Ensure process requirements are translated into scalable and maintainable platform capabilities (e.g. workflows, KPIs, reporting).

COMPLIANCE & GOVERNANCE

• Ensure Incident and Problem Management processes comply with internal policies, regulatory requirements, and audit standards.

• Maintain audit readiness and support evidence-based assurance activities.

• Ensure governance forums (incident reviews, problem reviews, SIPs) operate effectively and deliver outcomes.

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 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.

• Fluent English communication skills (verbal and written), with the ability to interact with stakeholders.

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.