Incident and Problem Management Leader

Egypt (New Cairo)

Information Technology

Hybrid

Experienced Professionals

Department: Enabling Technology, Digital & Technology Platform Services

Location: Egypt, New Cairo

The Incident & Problem Management Leader within the Service Integration & Management (SIAM) organization is a hands-on team member responsible for coordinating end-to-end incident, major incident and problem management across product teams, internal IT functions and external service providers. The role restores service quickly, prevents recurrence, strengthens operational discipline and ensures clear ownership in a complex, global, multi-provider environment. Reporting to the SIAM Manager, the position combines daily operational coordination with governance, analytics, service activation support and continuous improvement, while working collaboratively with SIAM colleagues and senior business stakeholders.

YOUR KEY RESPONSIBILITIES:

Incident Management:

• Coordinate and manage the incident management process end-to-end across the Service Desk, external service providers, product, and platform teams.
• Own and manage major incidents end-to-end within the SIAM team, including declaration and mobilization, crisis bridge leadership, impact assessment, resolver and supplier coordination, stakeholder and executive communications, recovery tracking, service validation, closure and post-incident follow-up. The role also includes 24*7 support on rotational basis for managing major incidents.
• Ensure all incidents are accurately logged, prioritized, progressed and resolved within agreed service levels, with timely, consistent and audience-appropriate stakeholder communication.
• Facilitate incident and problem swarms to enable effective cross-provider collaboration, remove ownership barriers and accelerate diagnosis and service restoration.
• Lead post-incident reviews for major and recurring incidents, clearly separating symptoms, business impact, workaround, recovery, confirmed failure mechanism and root cause, while ensuring agreed actions are tracked through completion.
• Monitor incident trends, SLA performance, MTTR, incident ageing, reassignment levels and recurring failures to identify operational risks and improvement opportunities.

Problem Management:

• Manage the problem lifecycle from identification and prioritization through root cause analysis, known error, corrective action and closure.
• Facilitate evidence-based root cause analysis using methods such as 5 Whys, cause-and-effect analysis and timeline reconstruction, while avoiding premature conclusions.
• Maintain the Known Error Database (KEDB), ensuring known issues, reusable workarounds and related knowledge articles remain accurate, accessible and current.
• Proactively identify problems through recurring incidents, SLA and MTTR trends, major incident learnings, operational risk signals and supplier performance data.
• Maintain a healthy problem backlog and ensure corrective actions have accountable owners, target dates, supporting evidence and timely escalation when overdue.
• Work closely with Service Reliability Engineering (SRE) teams and other technical owners to maintain effective problem progression, remove blockers and drive permanent resolution at an acceptable pace.

Collaboration and Communication:

• Coordinate multiple service providers and internal teams against agreed responsibilities, SLAs, OLAs, escalation paths and operational procedures.
• Facilitate communication across providers and resolver teams, remaining collaborative while firmly challenging unclear ownership, ticket bouncing and stalled investigations.
• Organize and lead incident, problem and service-performance reviews, converting operational data into clear decisions, actions, owners and deadlines.
• Lead monthly portfolio reviews for key business stakeholders, presenting service performance, risks, major incident themes, problem progress and improvement priorities with confidence and sound judgment, including participation in challenging discussions

Process Improvement:

• Continuously improve incident and problem management practices in line with ITIL 5, SIAM and IT4IT principles.
• Identify automation and optimization opportunities using ServiceNow data, operational evidence and recurring process pain points.
• Analyze trends, recurring issues, backlog health, supplier responsiveness and control gaps to support informed decisions and measurable continual improvement.
• Support service activations by validating support groups, routing, priorities, SLAs/OLAs, monitoring, knowledge, escalation, contingency and hypercare readiness.
• Act as the operational process owner for Incident Management, Problem Management, Service Request Management and Major Incident Management, maintaining clear governance, documentation, progress reporting and improvement roadmaps.

Compliance and Governance:

• Ensure compliance with organizational policies, process controls, documentation standards and applicable regulatory requirements.
• Support annual audits and maintain audit readiness by ensuring the availability of required process documentation, governance records and supporting evidence.
• Ensure suppliers and internal teams meet agreed operational responsibilities, and transparently escalate material risks, overdue actions and unresolved gaps.

ARE THESE YOUR SECRET INGREDIENTS?

• Bachelor's degree in Information Technology, Computer Science, Engineering or equivalent relevant professional experience.
• ITILv5 Foundation is required or must be obtained within the agreed onboarding period; SIAM, IT4IT, ServiceNow or problem-solving certifications are advantageous.
• 5+ years or more of practical experience in Incident Management, Problem Management, Major Incident Management, IT Service Management or a comparable service-operations role.
• Proven experience coordinating internal teams and external service providers in a complex enterprise or SIAM environment.
• Strong analytical and problem-solving capability, with evidence-based thinking and attention to operational detail.
• Clear leadership, communication and stakeholder-management skills, with the ability to challenge diplomatically and maintain collaboration under pressure.
• Hands-on experience with ServiceNow or a comparable ITSM platform; knowledge of Service Operations Workspace and CSDM is advantageous.

Skills

• Working knowledge of ITILv5 Incident Management, Problem Management, Service Level Management, Change Enablement and Continual Improvement practices.
• Strong understanding of incident, problem and major incident management, including IMCR governance, crisis bridge leadership and multi-provider operating models.
• Proficiency in structured root cause analysis, corrective-action tracking and proactive problem identification.
• Ability to lead major incidents end-to-end, remain calm and structured under pressure, manage shifting priorities and coordinate cross-functional teams and service providers.
• Excellent written and verbal communication, including operational updates, executive summaries, resolution communications and regular performance reporting.
• Strong collaboration, personal accountability, curiosity and follow-through, with the ability to work effectively across diverse teams, suppliers and senior stakeholder groups.

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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