Incident & Reliability Coordinator

Your role

The Incident & Reliability Coordinator acts as the link between operations and regional and global teams, enabling operations to focus on incident resolution. This role ensures clear communication and adherence to KPIs such as response time, resolution, and report delivery by the local teams.

What you'll do

Incident & Problem Management

The Incident Reliability Coordinator ensures that every site within the appointed Subregion executes incident and problem management consistently, accurately, and within SLA. Responsibilities include:

• Ensure all incidents are managed in accordance with the Global Incident Management Process, with no deviation in structure, communication, or escalation.
• Deliver targeted training to site teams to maintain full competency in incident and problem management processes, tools, and expectations.
• Ensure all incidents requiring RCA or Lessons Learned are completed within defined SLA.
• Review and validate each RCA/Lessons Learned document for technical accuracy, completeness, and alignment to the actual event.
• Confirm that mitigation actions are appropriate, assigned, and trackable.
• Actively distribute learnings across the sub region and feed them into the wider Regional knowledge sharing cycle to prevent recurrence.
• Monitor and enforce adherence to incident/problem management processes and closure SLAs across all sites.
• Support the Regional Incident & Reliability Manager with monthly reporting, ensuring Subregional compliance, trend visibility, and escalation of systemic issues.
• The Incident Reliability Coordinator as member of the Subregional team provides hands on reliability support to improve equipment performance, reduce repeat failures, and eliminate customer single points of failure (SPOFs).
• Provide local technical support to investigate equipment or system failures, ensuring root causes are identified and corrective actions are implemented.
• Support regional and local teams in collecting, analysing, and reporting equipment reliability metrics, including failure rates, MTBF, and repeat‑incident trends.
• Work with regional and site teams to identify, assess, and mitigate customer SPOFs, ensuring clear action plans and progress tracking.
• Support the Regional manager in preparing and delivering monthly customer‑facing SPOF and reliability updates.
• Participate in vendor MBRs and QBRs, providing sub regional insight into vendor performance, failure patterns, and required improvements.

Reliability Engineering Support

• The Incident Reliability Coordinator as member of the Subregional team provides hands on reliability support to improve equipment performance, reduce repeat failures, and eliminate customer single points of failure (SPOFs).
• Provide local technical support to investigate equipment or system failures, ensuring root causes are identified and corrective actions are implemented.
• Support regional and local teams in collecting, analysing, and reporting equipment reliability metrics, including failure rates, MTBF, and repeat‑incident trends.
• Work with regional and site teams to identify, assess, and mitigate customer SPOFs, ensuring clear action plans and progress tracking.
• Support the Regional manager in preparing and delivering monthly customer‑facing SPOF and reliability updates.
• Participate in vendor MBRs and QBRs, providing sub regional insight into vendor performance, failure patterns, and required improvements.

What you'll need

• Proven experience in Service Support with focus on incident & escalation or experience in the Data Center industry.
• Skilled in incident, escalation and improvement management
• Experienced in working with both technical and business management, including higher-level management, on incident processes
• Bachelor’s degree in business administration with a technical focus 
• Skilled in MS Office applications and creating accurate reports
• Proficient in English both written and verbal
• Commitment and drive; Is committed & high energy, willing to go the extra mile
• Open for change: Adapts to change, is open to new ideas, takes on new responsibilities, and adjusts plans to meet changing needs. 
• Stress-resistant; knows how to prioritize.
• Pro-active; Has a can-do mentality, Will delegate when appropriate.
• Good communication skills: Listens attentively, speaks clearly and concisely, creates accurate and punctual reports, gives clear instructions and shares information and ideas with others; Reasonable report writing and presentation skills.
• Problem solving; Breaks down problems into smaller components, understands underlying issues, can simplify and process complex issues, understands the difference between critical details and unimportant facts.
• Customer centricity and natural drive to work with other areas of the business to provide the customer with the best possible outcome.
• Excellent teamwork and relationship management skills