Critical Incident & Problem Coordinator

Cover-More Group helps people travel safely across the globe every day. We are there at every step of a traveler's journey, to keep them safe and help them out if something goes wrong. We are committed to providing reliable, fast, flexible and bespoke services for our customers as well as the many well-known brands we partner with, such as travel agencies, airlines, banks and major sporting clubs!As the world begins to travel again, we want to make sure we're delivering an exceptional service for our customers, and we want you to be part of that journey.The purpose of the Critical Incident and Problem Coordinator role is to be the primary point of contact for internal business and IT teams during the 24/7 Major Incident Management shifts, providing support and troubleshooting for unforeseen events that trigger major incidents. The role involves addressing a variety of technology issues, ensuring high-standard communication, and adhering to ITIL processes to maintain effective incident response and customer support.So, what's the job?

• Serve as the primary point of contact for internal business and IT teams during 24/7 shifts, addressing major incidents.
• Provide support for a range of technology issues, including application-related problems, software/hardware troubleshooting, cybersecurity, reporting, and monitoring.
• Coordinate responses to unforeseen events that trigger major incidents, ensuring swift resolution and minimal disruption.
• Maintain high standards of communication and support to meet customer expectations and maintain trust.
• Collaborate with various stakeholders to gather information, resolve incidents, and implement solutions.
• Adhere to ITIL processes and best practices for incident management to ensure consistency and efficiency.
• Document incident-related activities and report on outcomes to facilitate continuous improvement and learning.

And what are we looking for?

• Quickly assess the severity of incidents, understand their scope, and analyse the impact to identify risks to customers and the organization.
• Take ownership of the incident lifecycle from initiation to resolution, ensuring proper coordination throughout.
• Communicate with multiple stakeholders to keep them informed during incident management.
• Maintain detailed records of incident-related activities, decisions made, and outcomes to support post-incident analysis.
• Conduct post-incident reviews to identify lessons learned and propose improvements to processes or response capabilities.
• Work flexible hours, including night shifts and 12-hour shifts, as required.
• Have strong knowledge of ITIL processes, including Incident, Problem, and Change Management, with experience using ServiceNow.
• Triage escalated security events, perform in-depth analysis, and recommend appropriate courses of action.
• Assist with audits for compliance with standards like ISMS, SOC 2, and PCI.
• Aim for continuous improvement in problem management to ensure timely resolution and closure of incidents.

So, why choose us?We value optimism, caring, togetherness, reliability and determination.We have more than 1500 employees worldwide: we're a global group of digital specialists, actuaries, marketers, doctors, nurses, case managers, claims specialists, finance experts and customer service professionals. We share a global mission to look after travellers, at every step of their journey.Job flexibility. We understand the importance of making sure that work fits into your life, not the other way around. Our hybrid work week policy ensures our employees maintain work-life balance with the flexibility of 3 days in the office and 2 days working from home.Career growth. We want you to continue to learn, develop and bring your ideas to the table. We want to hear what you think, and we want you to work with the business - not for the business!Take the time you need, for you and your community. We encourage you to take the time you need, when you need it. We offer regular annual and personal leave benefits along with anniversary leave, covid leave (to get vaccinated and for when you're sick), volunteer leave and a comprehensive paid parental leave scheme.Travel and work with us. We'll help you keep travelling in your career, oh and quite literally with free travel insurance for you and your partner. We also offer great discounts through our extensive travel partnerships…so start planning for your next trip today!Diversity and inclusion. We respect who you are and thoroughly embrace diversity. So whatever walk of life you wander, just be you and come as you are.Apply today and let's go great places together!