Global Crisis Coordinator

2 days ago

Singapore beBeeCrisis Full time $90,000 - $120,000
Job Title:

Global Crisis Coordinator

The Global Crisis Coordinator plays a pivotal role in ensuring seamless delivery of top-notch crisis management services.

Crisis situations are intricate and high-priority by nature, involving multiple locations across the globe, diverse countries, cultures, people, and technologies. The primary goal of the Global Crisis Coordinator is to swiftly restore normal service operation to minimize adverse impact on business operations for clients.

The core responsibility of this role is to manage global crises for any organization within scope with quality, control, and confidence. This includes managing multiple streams of activities during and post-crisis with ease.

Key Responsibilities:
  • Ensure exceptional service excellence is achieved through managing global crises for any organization within scope by demonstrating command, control, and confidence at all times.
  • Manage bridge participants to ensure alignment with processes.
  • Take accountability that the crisis management process is diligently followed, using agreed tools and methods, within defined deadlines.
  • Elevate where required to ensure outcomes are achieved.
  • Work in a 24/7 environment.
  • Communicate to appropriate stakeholders in a timely fashion.
  • Manage post-crisis activities, thereby ensuring root cause is investigated.
  • Review the performance of people and processes to ensure it is optimal.
  • Facilitate the service request process to obtain root cause, perform a crisis review, and create client-facing reports within committed time frames.
  • Lead the lifecycle of crises to ensure swift resolution within SLA targets.
  • Perform crisis trend analysis to identify and eliminate recurring issues.
  • Manage root cause analysis (RCA) for significant and recurring issues.
  • Identify and implement long-term solutions to eliminate known errors.
  • Maintain and govern the Known Error Database (KEDB).
  • Proactively prevent crisis recurrence through analytics and continuous service improvement.

Knowledge and Attributes:

  • Demonstrate command, control, and confidence in situations naturally.
  • Seasoned client service orientation and impeccable relationship-building skills.
  • Ability to multitask and prioritize with great attention to detail.
  • Seasoned ability to manage multiple streams of activities.
  • Excellent communication skills and documentation skills.
  • Excellent client liaison and facilitation skills.
  • Execution-focused.
  • Ability to work across teams/regions/functions.
  • Ability to work with people at all levels of the organization.
  • Ability to elevate, where required, to ensure outcomes are achieved.

Academic, Qualifications, and Certifications:

  • Bachelor's degree or equivalent in Information Technology or related field.
  • ITIL 4 Foundation certification required; ITIL Intermediate or Expert preferred.
  • 5+ years of ITSM experience with deep knowledge of Service Management processes.
  • Proficiency with ITSM platforms (e.g., ServiceNow, BMC Remedy, Jira Service Management).
  • Strong communication, leadership, and stakeholder management skills.
  • Experience with data analytics and reporting tools (e.g., Power BI, Tableau, Excel).

Required Experience:

  • Seasoned experience in a Service Operations role within a global organization.
  • Seasoned crisis management experience preferably gained in a global organization.

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