Senior Incident Management Specialist
KazakhstanOn-siteFull-time
AI Summary
A senior operations professional who independently resolves complex, high-priority incidents, ensures business continuity, mentors new hires, and supports team training and process improvement.
About this role
We are looking for an Senior Incident Management Specialist role in Kazakhstan who is experienced and self-reliant operations professional responsible for the swift, high-quality resolution of incidents and ensuring business continuity. You will serve as a key escalation point, combining high personal effectiveness with strong team support.
Key Responsibilities
Personal Effectiveness and Professional Expertise:
- Independently manage and resolve complex or high-priority incidents within established SLAs, ensuring precise documentation and communication.
- Serve as an expert on incident management processes, tools, and best practices.
Team Training and Development:
- Mentor and train new hires during their onboarding period under the guidance of the Group Lead.
- Conduct refresher training sessions and facilitate knowledge transfer to maintain team competence and ensure compliance with standards.
- Create and update training materials, instructions, and process documentation.
Operations Management and Task Allocation:
- Reallocate tasks and adjust workloads within the team in the absence of the Group Lead to ensure seamless operations.
- Act as a temporary point of contact for the regional team in the absence of the Group Lead, ensuring clear communication and business continuity.
- Provide guidance and operational support to specialists on case handling and escalation procedures.
Process Improvement and Knowledge Management:
- Identify recurring incidents, process gaps, and opportunities for improvement, proposing solutions to the Group Lead.
- Participate in post-incident reviews and help implement corrective and preventive measures.
- Maintain a centralized repository of incident resolutions and workarounds to improve team response efficiency.
Skills, Knowledge & Expertise
Language Requirements:
- Excellent oral and written speech in Kazakh language & Russian language.
- English level at least B2.
Skills and Competencies:
- Strong analytical and problem-solving skills. Excellent written and verbal communication skills.
- Ability to work independently and perform under pressure.
- Experience in training or mentoring other employees.
- Proficiency in incident management tools.
- Reliability, proactivity, and the ability to work with minimal supervision.
- Ability to remain calm and make decisions under pressure, especially during high stress incidents.
- Teamwork & collaboration with colleagues.
- 1–2 years of experience in incident management, support, or a closely related operational role.
- A proven track record of successfully managing and resolving complex, high-priority cases.
- Experience working in Customer Service or the Ride-Hailing/Logistics industry is highly desirable.
Benefits
- Help us challenge injustice by creating fair choices for millions of people across 1100+ cities in 48 countries.
- Develop your professional skills with access to mentoring, career consulting, and learning programs.
- Collaborate with teams around the world and gain international experience through our Global Talent Exchange Program.
- Engage in company-wide challenges, awards, sports activities, employee-led social impact and volunteering projects.
- Work alongside people who take initiative, speak openly, and challenge themselves to grow.
- Improve your language skills through co-financed courses and internal speaking clubs.
- Final benefits may vary depending on the location
Skills
Escalation ManagementIncident Management ToolsKnowledge ManagementProcess DocumentationRoot-cause AnalysisSLA ManagementTraining DeliveryWorkload Management
