Major Incident Co-ordinator

Keyloop bridges the gap between dealers, manufacturers, technology suppliers and car buyers. We empower car dealers and manufacturers to fully embrace digital transformation. How? By creating innovative technology that makes selling cars better for our customers, and buying and owning cars better for theirs. We use cutting-edge technology to link our clients’ systems, departments and sites. We provide an open technology platform that’s shaping the industry for the future. We use data to help clients become more efficient, increase profitability and give more customers an amazing experience. Want to be part of it? We're looking for an experienced Infrastructure professional to manage critical incidents, drive root cause analysis, and ensure SLA compliance across our Keyloop infrastructure and cloud services. You'll be the central point for escalations, working with teams to resolve issues and prevent future incidents.

Key Responsibilities

Incident Management 

• 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 

Root Cause Analysis & Improvement 

• 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 

Reporting & Communication 

• 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 

System Management 

• 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 

Required Qualifications

Experience 

• 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

Technical Skills 

• 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 

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 

Why join us? We’re on a journey to become market leaders in our space – and with that comes some incredible opportunities. Collaborate and learn from industry experts from all over the globe. Work with game-changing products and services. Get the training and support you need to try new things, adapt to quick changes and explore different paths. Join Keyloop and progress your career, your way. An inclusive environment to thrive We’re committed to fostering an inclusive work environment. One that respects all dimensions of diversity. We promote an inclusive culture within our business, and we celebrate different employees and lifestyles – not just on key days, but every day. Be rewarded for your efforts We believe people should be paid based on their performance so our pay and benefits reflect this and are designed to attract the very best talent. We encourage everyone in our organisation to explore opportunities which enable them to grow their career through investment in their development but equally by working in a culture which fosters support and unbridled collaboration. Keyloop doesn’t require academic qualifications for this position. We select based on experience and potential, not credentials. We are also an equal opportunity employer committed to building a diverse and inclusive workforce. We value diversity and encourage candidates of all backgrounds to apply. "At Keyloop, AI is a daily ally: We encourage and train every employee to use our AI tools to boost their creativity and productivity."