Join as a Support Service Coordinator and lead an L2 support team managing Microsoft 365, endpoint management and end‐user computing for customers in a financial institution. Coordinate daily operations, ensure service level adherence and act as the interface between IT support and the business.
Responsibilities
Manage team scheduling, shift rotas, on‐call coverage and capacity planning
Triage and prioritise incoming work, assign tickets and ensure SLA targets are met
Own major incident coordination including bridge calls, resolution drive and stakeholder communication
Act as primary escalation point for VIP and executive‐level issues ensuring white‐glove service
Ensure ITIL process adherence across incident, problem, change and knowledge management in ServiceNow
Produce and present monthly service reports covering incident trends, SLA compliance and team capacity
Liaise with business stakeholders and third‐party vendors, managing expectations and tracking performance
Drive continuous improvement through trend analysis, automation and shift‐left initiatives
Maintain quality of team knowledge output including runbooks, SOPs and known‐error records
Support audit activities and ensure compliance with regulatory requirements
Requirements
5–7 years in IT support operations with 2–3 years in a team lead or coordinator role managing 8–15 staff
ITIL v3/v4 Foundation certified with strong process discipline
Solid understanding of M365, Windows endpoints, Active Directory and Citrix VDI
Experience with ServiceNow for dashboards, workflows and SLA reporting
Strong stakeholder management skills comfortable with senior executives and VIP users
Experience coordinating major incidents and producing post‐incident reviews
Experience in financial services or regulated environments
Excellent organisational skills and ability to remain calm under pressure
Experience with team capacity planning and resource management
Strong communication and documentation skills
Nice to have
ITIL v4 Managing Professional / HDI Support Center Manager or Microsoft certifications
Experience with ServiceNow Performance Analytics, CMDB and service catalogue design
Familiarity with Power BI for operational dashboards and reporting
Experience managing support through technology transitions
Exposure to CSI programmes, Lean/Six Sigma or SIAM principles
Experience supporting regulatory audits, penetration testing or business continuity exercises
We offer
Private health insurance
EPAM Employees Stock Purchase Plan
100% paid sick leave
Referral Program
Professional certification
Language courses
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