Key Responsibilities
Oversee all Major and critical incidents, ensuring SLA compliance
Own and manage business-critical escalations and communication to all management levels
Take full ownership of issues from identification through resolution
Liaise with partners and suppliers, providing regular proactive updates
Lead RCA for all major incidents within Keyloop and 3rd Party providers
Identify trends and patterns to prevent recurring issues
Document learnings and share knowledge across teams
Drive continuous improvement initiatives
Create and maintain operational dashboards for real-time monitoring
Prepare executive summaries for senior management
Use automation tools (Copilot, etc.) to summarize meetings and generate reports
Provide clear communication to both technical and non-technical stakeholders
Manage incidents and workflows using Jira and Jira Service Management (JSM)
Keep all systems updated with current status and actions
Monitor for fraudulent activity and raise security incidents as needed
Incident Management
Root Cause Analysis & Improvement
Reporting & Communication
System Management
Required Qualifications
Minimum of 5+ years in IT, Infrastructure and Cloud Services
Strong Working knowledge with: Application integration, AWS and other Cloud Services, Middleware, Data Centres, Networks, Compute and Databases
Advanced proficiency in Jira and Jira Service Management
Dashboard creation and metrics analysis
Automation tools and AI assistants (Copilot)
ITIL framework and incident management best practices
Experience
Technical Skills
Essential Skills
Excellent written and verbal communication
Ability to translate complex technical issues into clear executive summaries
Strong problem-solving and analytical skills
Calm under pressure during high-level escalations
Diplomatic and professional manner
Time management with ability to handle multiple priorities
"Can do" attitude with hands-on approach
Skills Required
- Minimum 5 years of experience in IT, infrastructure, and cloud services
- Strong working knowledge of application integration, AWS and other cloud services, middleware, data centres, networks, compute, and databases
- Advanced proficiency in Jira and Jira Service Management
- Experience creating dashboards and analyzing metrics
- Experience with automation tools and AI assistants such as Copilot
- Knowledge of the ITIL framework and incident management best practices
- Excellent written and verbal communication skills
- Ability to translate complex technical issues into executive summaries
- Strong problem-solving and analytical skills
- Ability to remain calm during high-level escalations
- Diplomatic and professional manner
- Time management and ability to handle multiple priorities
What We Do
As the largest global automotive technology company, Keyloop delivers cutting-edge solutions, tailored to the modern needs of auto retailers and OEMs alike. With 40 years of automotive DNA, and a deep understanding of what it takes to drive success, Keyloop solutions are delivered in over 90 countries, and trusted by more 20,000 retailers and 80 OEMs worldwide. From the showroom to the workshop, and everything in between, its technology facilitates distinctive customer experiences between key systems, tools and departments. With modern consumers demanding increasingly high levels of service and responsiveness, Keyloop and their partners connect retailers and OEMs to consumers through every step of their journey. Keyloop delivers a proven technology ecosystem that redesigns the automotive retail experience to cultivate lasting loyalty and optimise margins through increased efficiency, elevated experiences, and unrivalled connected data. For more information, please visit www.keyloop.com
