SM Coordinator & Security Compliance (IT Service Management)

TL;DR

SM Coordinator & Security Compliance (IT Service Management): Managing and coordinating Incident, Problem, and Change Management processes to ensure timely resolution and minimal business impact with an accent on leading major incident investigations, root cause analysis, and overseeing change management. Focus on driving continuous improvement in service delivery, process efficiency, and ensuring compliance with internal standards and SLAs.

Location: Hybrid, based in Bangkok, Thailand

Company

hirify.global designs, builds, manages, and modernizes mission-critical technology systems that the world depends on every day for Fortune 100 clients globally.

What you will do

• Manage and coordinate end-to-end Incident, Problem, and Change Management processes to ensure timely resolution and minimal business impact.
• Lead investigations and resolution of major incidents, ensuring effective communication and escalation.
• Perform root cause analysis for recurring incidents and develop action plans for prevention.
• Oversee the Change Management process, including assessment, approval, scheduling, and post-implementation review.
• Maintain accurate records and documentation for all IPC activities, ensuring compliance with internal standards and SLAs.
• Collaborate with cross-functional teams to drive continuous improvement in service delivery and process efficiency.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Minimum 3 years of hands-on experience in IT Service Management, specifically in Incident, Problem, and Change Management.
• Strong understanding of ITSM frameworks and best practices.
• Excellent analytical, problem-solving, and communication skills.
• Ability to work effectively in a fast-paced, team-oriented environment.

Nice to have

• ITIL4 certification.
• Experience with ITSM tools (e.g., ServiceNow, Remedy).

Culture & Benefits

• Work with state-of-the-art resources and Fortune 100 clients.
• Comprehensive benefits package designed to support employee well-being.
• Access to industry-leading learning programs and certifications (Microsoft, Google, Amazon, Skillsoft).
• Opportunities for volunteering and giving through a company-wide platform.
• Commitment to diversity, equity, and inclusion, fostering a welcoming workplace.