Job Description

What's the role?

As a Senior IT Operations Engineer, you will be responsible for driving the incident management lifecycle through to resolution, ensuring effective coordination and timely restoration of services. A key aspect of this role is fostering continuous improvement, both individually and within the Operations team, with a strong focus on maintaining and enhancing the quality of Incident Management support and service delivery. In addition you will:

• Oversee and coordinate the end-to-end Incident Management process.
• Respond to incidents promptly and engage the appropriate teams for resolution.
• Initiate and manage major incident processes, including bridge calls and stakeholder communications.
• Lead major incident calls and drive incidents to timely resolution.
• Ensure adherence to Incident Management policies, processes, and best practices.
• Continuously review and improve Incident Management processes and procedures.
• Identify and escalate process gaps, risks, and critical operational issues.
• Balance team workloads by prioritizing activities and reallocating resources as needed.
• Monitor SLA compliance and proactively highlight KPI breaches and risks.
• Prepare and communicate incident summaries, operational metrics, and KPI reports.
• Analyze and correlate incidents to identify trends and underlying issues.
• Participate in incident reviews, root cause analyses, and platform health discussions.
• Promote Incident, Problem, and Change Management best practices across teams.

Who are you?

You are a fast learner and are comfortable working with little direction. You take initiative and bring up ideas. In addition you have the following:

• Bachelor's degree in any discipline.
• 5 to 8 years of experience supporting production web applications in multi-data-center environments.
• Strong experience in Incident Management, including the coordination and resolution of major incidents.
• Strong understanding of IT support processes, with a willingness to work in a 24x7 operational environment supporting web-based applications hosted across multiple data centers.
• Comprehensive knowledge of IT Service Management (ITSM) processes, including Incident, Problem, and Change Management principles and best practices.
• Hands-on experience with monitoring tools and IT ticketing systems.
• Ability to manage multiple major incidents simultaneously while effectively collaborating with diverse stakeholders across the organization.
• Demonstrated commitment to ensuring high service availability and operational excellence in a 24x7 support environment.

What do we Offer?

HERE offers an opportunity to work in a cutting-edge technology environment with challenging problems to solve! You can make a direct impact on delivery of company´s strategic goals and the freedom to decide how to perform your work. We will support you in delivering your day-to-day tasks and achieving your personal goals and developing your skills. Personal development is highly encouraged at HERE. You can take different courses and training at our online Learning Campus and join cross-functional team projects within our Talent Platform.

HERE is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, age, gender identity, sexual orientation, marital status, parental status, religion, sex, national origin, disability, veteran status, and other legally protected characteristics.

Who are we?

HERE Technologies is a location data and technology platform company. We empower our customers to achieve better outcomes – from helping a city manage its infrastructure or a business optimize its assets to guiding drivers to their destination safely.

At HERE we take it upon ourselves to be the change we wish to see. We create solutions that fuel innovation, provide opportunity and foster inclusion to improve people’s lives. If you are inspired by an open world and driven to create positive change, join us. Learn more about us on our YouTube Channel.

In this role you will be part of the NOC & Support Operations team acts as the command center for platform reliability, proactively monitoring services, managing incidents, and leading major outage resolution. The team coordinates closely with engineering and business stakeholders to restore services quickly and minimize customer impact. Support Operations further ensures strong governance through standardized processes, clear communication, root cause analysis, and continuous improvement to enhance service stability and customer trust