Senior Incident Management Specialist (Customer Support)

Senior Incident Management Specialist Department: Global Customer Support Employment Type: Full Time Location: Kazakhstan Description 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 and 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.