Service Process Controller

Job description:

Note: It is mandatory to live in Costa Rica, or Philippines or Malaysia

Role Overview: 

The Major Incident Manager (MIM) is a key member of the Critical Resolution Centre, responsible for leading and coordinating the resolution of high-priority and business-critical incidents. This role requires swift action, strong decision-making, and effective communication to minimize impact on services and ensure timely resolution. The MIM acts as a central point of coordination, working closely with technical teams, stakeholders, and senior leadership to restore service efficiently while maintaining composure under pressure. This role has rotating work schedule and has occasional oncall duties. 

Key Responsibilities:

1.Major Incident Management 

• Lead the resolution of major incidents, ensuring prompt action and adherence to established processes. 

• Coordinate with technical and operational teams to identify root causes and implement resolution strategies. 

• Escalate incidents appropriately and engage required stakeholders to facilitate resolution. 

2. Communication and Stakeholder Engagement 

• Act as the primary point of contact for updates during major incidents, ensuring clear, concise, and timely communication to all stakeholders. 

• Tailor communication for both technical and non-technical audiences, including senior management. 

• Facilitate incident bridge calls, ensuring relevant teams are engaged and aligned. 

3.Analysis and Decision-Making 

• Assess incident severity, business impact, and urgency to prioritize actions. 

• Evaluate available information to make informed decisions in high-pressure situations. 

• Support post-incident reviews to identify root causes and recommend process improvements. 

4.Process Adherence and Improvement 

• Follow the organizations Major Incident Management framework, ensuring compliance with ITIL and organizational policies. 

• Contribute to the development and refinement of incident management processes and workflows. 

• Maintain accurate incident records and documentation using incident management tools (e.g., ServiceNow). 

5.Collaboration and Teamwork 

• Work closely with cross-functional teams, including technical, operational, and leadership groups, to drive resolutions. 

• Build strong working relationships with stakeholders across the organization. 

• Support knowledge-sharing and continuous learning within the CRC. 

6.Proactive Engagement 

• Monitor trends and recurring issues, proposing preventative measures to reduce future incidents. 

• Stay informed about changes in IT infrastructure, processes, and technologies that may impact the Major Incident process. 

Requirements:

• Experience in Major incident management in large or complex environments.
• Proven experience with:
  • Coordinating cross-functional teams under pressure.
  • Managing incidents involving critical infrastructure (cloud, network, application, database).
  • Working within SLA-driven environments.
• Experience with ITSM tools such as ServiceNow, or similar.
• Strong leadership under pressure — calm, decisive, and assertive.
• Excellent verbal and written communication skills in English.
• Strong analytical and problem-solving skills.
• Open to work in  24x7 on-call rotation and rotating shifts.
• Understanding of enterprise IT ecosystems: cloud (AWS, Azure, GCP), networking, servers, databases, and applications is an advantage.