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Lead : Incident Logistics at The Coca-Cola Company
The Coca-Cola Company
August 29, 2026
Full-time
On-site
Key Purpose :
To lead and govern incident, major incident and problem management across the technology environment, ensuring rapid restoration of business-critical services, minimising operational disruption and reducing the recurrence of incidents through strong ITSM governance, root cause management and continuous service improvement
Key Duties & Responsibilities
Key Outputs and Accountabilities include, but are not limited to:
Incident & Major Incident Management: Lead the end-to-end incident and major incident management process, ensuring rapid restoration of services and effective coordination during business-impacting incidents.
Problem Management & Root Cause Resolution: Drive root cause analysis and problem management to reduce repeat incidents and improve long-term service stability.
ITSM Process Governance: Own and continuously improve assigned ITSM processes, ensuring adherence to organisational and ITIL standards.
Business-Critical Platform Support: Act as an operational focal point for critical technology platforms, proactively managing service risks and performance.
Service Improvement: Identify and deliver initiatives that improve service quality, reduce operational risk and enhance user experience.
Stakeholder & Escalation Management: Provide clear, credible and timely communication to business and technology stakeholders during critical incidents.
ITSM Platform Optimisation: Support workflow automation, reporting, analytics and optimisation of ITSM platforms.
Vendor, Compliance & Cost Governance: Manage vendor performance, operational compliance, software lifecycle considerations and cost optimisation.
Skills, Experience & Education
Qualifications
Bachelor's Degree in Information Technology, Computer Science, Information Systems or a related discipline.
ITIL v4 Foundation Certification required.
ITIL Intermediate/Managing Professional certification advantageous.
Service Management or Operations Management certification advantageous.
Experience
4 - 5 years' experience in IT Service Management, Incident Management, Major Incident Management or IT Operations.
Experience operating in complex enterprise environments.
Experience managing incidents across infrastructure, applications, cloud, cybersecurity and vendor ecosystems.
Practical experience with ITIL-based Incident, Major Incident and Problem Management.
Experience with ITSM platforms such as ServiceNow, Jira Service Management, BMC Remedy or ManageEngine.
Experience managing service providers and supporting audit and compliance requirements.
Skills
Incident and Major Incident Management
IT Service Management
Root Cause Analysis and Problem Solving
Stakeholder and Escalation Management
Vendor Management
Governance, Risk and Compliance
Service Improvement
Reporting and Analytics
Strong communication and influencing capability
Deadline:3rd September,2026
To lead and govern incident, major incident and problem management across the technology environment, ensuring rapid restoration of business-critical services, minimising operational disruption and reducing the recurrence of incidents through strong ITSM governance, root cause management and continuous service improvement
Key Duties & Responsibilities
Key Outputs and Accountabilities include, but are not limited to:
Incident & Major Incident Management: Lead the end-to-end incident and major incident management process, ensuring rapid restoration of services and effective coordination during business-impacting incidents.
Problem Management & Root Cause Resolution: Drive root cause analysis and problem management to reduce repeat incidents and improve long-term service stability.
ITSM Process Governance: Own and continuously improve assigned ITSM processes, ensuring adherence to organisational and ITIL standards.
Business-Critical Platform Support: Act as an operational focal point for critical technology platforms, proactively managing service risks and performance.
Service Improvement: Identify and deliver initiatives that improve service quality, reduce operational risk and enhance user experience.
Stakeholder & Escalation Management: Provide clear, credible and timely communication to business and technology stakeholders during critical incidents.
ITSM Platform Optimisation: Support workflow automation, reporting, analytics and optimisation of ITSM platforms.
Vendor, Compliance & Cost Governance: Manage vendor performance, operational compliance, software lifecycle considerations and cost optimisation.
Skills, Experience & Education
Qualifications
Bachelor's Degree in Information Technology, Computer Science, Information Systems or a related discipline.
ITIL v4 Foundation Certification required.
ITIL Intermediate/Managing Professional certification advantageous.
Service Management or Operations Management certification advantageous.
Experience
4 - 5 years' experience in IT Service Management, Incident Management, Major Incident Management or IT Operations.
Experience operating in complex enterprise environments.
Experience managing incidents across infrastructure, applications, cloud, cybersecurity and vendor ecosystems.
Practical experience with ITIL-based Incident, Major Incident and Problem Management.
Experience with ITSM platforms such as ServiceNow, Jira Service Management, BMC Remedy or ManageEngine.
Experience managing service providers and supporting audit and compliance requirements.
Skills
Incident and Major Incident Management
IT Service Management
Root Cause Analysis and Problem Solving
Stakeholder and Escalation Management
Vendor Management
Governance, Risk and Compliance
Service Improvement
Reporting and Analytics
Strong communication and influencing capability
Deadline:3rd September,2026