About this role
We are seeking an experienced, self-reliant Senior Incident Management Specialist to join our Customer Support and Operations team in Kazakhstan. In this role, you will be the cornerstone of our operational resilience, ensuring the swift, high-quality resolution of critical incidents that impact our customers. As a senior team member, you will act as a key escalation point combining high personal effectiveness, deep customer support domain knowledge, and a strong collaborative mindset to safeguard business continuity and maintain high customer trust. 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.