Service Integration Lead

We are looking for a Service Integration Lead to own end-to-end service integration and cross-tower orchestration, run the Major Incident Management (MIM) process and act as a single point of accountability for service governance.

Responsibilities

• Design, operate, and mature the SIAM framework across all the client’s towers and external suppliers
• Own the Major Incident Management process end-to-end: bridge coordination, RCA facilitation, PIR delivery, and action tracking
• Chair weekly/monthly service reviews with the client retained IT — present cross-tower SLA dashboards, trend analysis, and improvement plans
• Manage the operational interface — routing rules, escalation matrices, OLA definitions
• Coordinate with third-party vendors (AWS, Microsoft, CyberArk, Tanium, Cloud9) on incident handoffs, change coordination, and contract-level escalations
• Define and enforce the change management process: CAB coordination, change calendar, risk assessment, and post-implementation review
• Drive problem management: trend identification from incident data, problem tickets, known error database maintenance
• Ensure NIS2 compliance alignment for cross-tower incident response and reporting obligations
• Partner with the AI Ops FTE to automate ticket routing, escalation prediction, and MIM notification workflows

Requirements

• 7+ years in ITSM/SIAM roles, at least 3 years in a multi-tower or multi-supplier integration function
• ITIL 4 Managing Professional or Strategic Leader (SIAM Professional certification a strong plus)
• Demonstrated MIM ownership in a 24×7 environment (bridge management, C-level comms under pressure)
• Deep experience with ServiceNow (or equivalent) CMDB, SLA management, and reporting modules
• Understanding of OLA/UC structures in outsourced delivery models
• Fluent English; German is a strong advantage

Nice to have

• SIAM Foundation/Professional (Scopism or BCS accredited)
• Experience in energy, utilities, or critical infrastructure sectors
• Familiarity with NIS2 / ISO 27001 incident reporting requirements
• Background in service transition

We offer

• Opportunity to work in a fast-paced, agile, software engineering culture
• Comfortable modern office in Prague 7, with support of hybrid or fully remote mode
• Benefit program (5 weeks of vacation, paid sick days, paid days off for special occasions, meal vouchers, flexi pass, Prague city public transport annual coupon, multisport cards, optional contribution to pension fund, health insurance for family member)
• EPAM Employee Stock Purchase Plan (ESPP) (subject to certain eligibility requirements)
• English language courses
• Czech language courses upon request
• Referral bonuses for recommended candidates
• Mobile Phone Tariff’s program for managerial-level candidates
• Great learning and development opportunities, including in-house professional training, career advisory and coaching, sponsored professional certifications, well-being programs, LinkedIn Learning Solutions and much more

The remote work option is available to candidates residing and working within the Czech Republic.

Certain benefits and perks may be subject to eligibility requirements and may be available only after you have passed your probationary period.

Hybrid in Czech Republic: Prague