Lead resolution of complex, high-priority incidents within SLAs, mentor and train team members, reallocate tasks in absence of Group Lead, improve incident processes, maintain knowledge repository, and support business continuity.
We are seeking an experienced, self-reliant Senior Incident Management Specialist to join our Customer Support and Operations team in Kazakhstan. In this role, you will be the cornerstone of our operational resilience, ensuring the swift, high-quality resolution of critical incidents that impact our customers.
As a senior team member, you will act as a key escalation point combining high personal effectiveness, deep customer support domain knowledge, and a strong collaborative mindset to safeguard business continuity and maintain high customer trust.
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.
Why join us
- Help us challenge injustice by creating fair choices for millions of people across 48 countries.
- Develop your professional skills with access to mentoring, career consulting, and learning programs.
- Collaborate with teams around the world and gain international experience through our Global Talent Exchange Program.
- Engage in company-wide challenges, awards, sports activities, employee-led social impact and volunteering projects.
- Work alongside people who take initiative, speak openly, and challenge themselves to grow.
- Improve your language skills through co-financed courses and internal speaking clubs.
Final benefits may vary depending on the location.
About
inDrive is a global tech company on a mission to challenge injustice through fair choices. We started in 2012 in the coldest city on Earth, when a group of friends created a way for people to agree on fair ride prices. That idea grew into one of the world’s top ride-hailing apps, now with 400M installs across 48 countries.Today, we offer more than rides: from freight and delivery to intercity travel and financial services, all designed to put people first. We are committed to having a positive impact on people’s lives both through our core business, which supports local communities via a fair pricing model; and through the work of our impact programs. Ready to ignite your inner drive?
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