Major Incident Specialist

Company DescriptionWith 15+ years of experience in IT, global partners and clients, Energize Global Services (EGS) is a solid, leading-edge Technology Company focused on delivering software services and products for the Banking and Financial Management Industry. We are specialized in developing Banking Systems, all types of payment solutions and other large applications. Over the years EGS proved to be a reliable and trusted partner for the biggest player in the Financial technology industry. Join our team in Yerevan, elevate your career to a new level by becoming part of a team that is shaping the future of Fintech.

Job DescriptionThe Major Incident Specialist is responsible for managing critical incidents that require executive management awareness, coordinating response efforts during major outages, and ensuring swift resolution of incidents that impact business-critical services and customers. QualificationsEssential Skills: Customer Focus - Strong orientation toward customer service and satisfactionCommunication - Excellent verbal and written communication skillsProblem Solver - Analytical thinking and systematic problem-solving approachDecision Making - Ability to make critical decisions quickly and effectivelyTechnical Competencies:

Understanding of the overall organizational production environmentKnowledge of service level commitments and SLA managementFamiliarity with the ITIL framework and incident management best practicesExperience with ServiceNow or similar ITSM platformsUnderstanding of IT infrastructure, applications, and business servicesPersonal Attributes: Attention to Detail - Meticulous approach to incident documentation and analysisLeadership - Ability to coordinate and lead cross-functional teams during incidentsAdaptability - Flexibility to handle various incident types and escalation scenariosLanguage Requirements English: Advanced proficiency (verbal and written)Key ResponsibilitiesPrimary Duties:

Handle Major incident candidates and coordinate appropriate escalation and communication actions in consultation with Major Incident call or Crisis management board membersCoordinate post-resolution activities, including Root Cause Analysis (RCA) and evaluation meetingsManage incidents affecting VIP customers and mission-critical platforms experiencing complete downtime or serious degradationExecute Major Incident procedures when invoked by senior managementEnsure compliance with global service management processes and ITIL best practicesCommunication & Coordination:

Lead internal and external communication during major incidentsCoordinate with Business, Communication teams, and Legal departmentsManage business and technical calls during incident responseProvide regular updates to stakeholders and executive managementInterface with customer escalation teams and maintain customer focusEnsure proper incident documentation and tracking in ServiceNow (ITSM tool)Conduct post-incident reviews and lessons learned sessionsSupport the Objective Zero Incident (OZI) program for incident reductionAdditional InformationWhat We OfferA collaborative and forward-thinking team environmentHybrid working modelHealth insuranceFood vouchers