Regional Major Incident Specialist

The Regional Service Delivery Specialist combines critical issue management, major incident support responsibilities, service coordination, and deskside technical support experience. This role ensures effective end-user support, structured incident management, and incident handling across business-critical services.
Responsibilities:

• Ensure timely and appropriate engagement with customers on high-impact or time-sensitive issues.
• Monitor service queues to ensure SLA compliance and resolution quality.
• Act as a point of coordination between customers, technical teams, and regional leadership.
• Support service performance reporting and identify recurring service issues.
• Maintain accurate documentation of incidents, actions, and resolutions.
• Maintain asset and configuration record accuracy.
• Support end to end coordination within the regional structure.
• Ensure timely communication during high-impact incidents.
• Facilitate bridge calls and track recovery actions.
• Raise issues appropriately based on impact, severity driven response, and business risk.
• Assist with post-incident reviews and documentation.
• Identify systemic trends and drive sustainable reduction of repeat incidents.
• Provide deskside and on-site technical support for hardware, software, and workplace technologies.
• Diagnose and resolve end-user incidents related to devices, collaboration tools, and local infrastructure.
• Lead and coordinate issues to resolver groups and third-party providers.
• Support onboarding and offboarding activities, including device provisioning and access coordination.

Required Skills and Experience:

• Proven ability in IT service delivery, or IT incident management as well as IT support.
• ITIL certification (ITIL v4 Foundation minimum).
• Experience providing deskside or end-user computing support.
• Experience running incidents of different criticality and coordinating multi-functional resolution.
• Experience working with ITSM platforms (e.g., ServiceNow or similar).
• Strong fix and diagnostic capability!
• Ability to remain structured and composed during service disruptions.
• Excellent verbal and written communication skills, with demonstrable ability to engage and coordinate across internal teams.
• Understanding of SLA management and service performance metrics!

"Nice To Have" Skills and Experience:

• Experience with Major Incident Management processes.
• Experience in a regional or global enterprise environment.
• Exposure to service reporting and trend analysis.
• Experience supporting workplace technologies.

In Return:
We will provide the training and environment to excel in this role. We offer a hybrid approach to remote, and office working and strive to provide an adaptable experience for all employees and to promote a strong collaborative environment.
Arm is an equal opportunity employer, committed to providing an environment of mutual respect where equal opportunities are available to all applicants and colleagues. We are a diverse organization of dedicated and innovative individuals, and don't discriminate on the basis of any characteristic.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Salary Range:
$115,800-$156,600 per year
We value people as individuals and our dedication is to reward people competitively and equitably for the work they do and the skills and experience they bring to Arm. Salary is only one component of Arm's offering. The total reward package will be shared with candidates during the recruitment and selection process.
Accommodations at Arm
At Arm, we want to build extraordinary teams. If you need an adjustment or an accommodation during the recruitment process, please email [email protected] . To note, by sending us the requested information, you consent to its use by Arm to arrange for appropriate accommodations. All accommodation or adjustment requests will be treated with confidentiality, and information concerning these requests will only be disclosed as necessary to provide the accommodation. Although this is not an exhaustive list, examples of support include breaks between interviews, having documents read aloud, or office accessibility. Please email us about anything we can do to accommodate you during the recruitment process.
Hybrid Working at Arm
Arm's approach to hybrid working is designed to create a working environment that supports both high performance and personal wellbeing. We believe in bringing people together face to face to enable us to work at pace, whilst recognizing the value of flexibility. Within that framework, we empower groups/teams to determine their own hybrid working patterns, depending on the work and the team's needs. Details of what this means for each role will be shared upon application. In some cases, the flexibility we can offer is limited by local legal, regulatory, tax, or other considerations, and where this is the case, we will collaborate with you to find the best solution. Please talk to us to find out more about what this could look like for you.
Equal Opportunities at Arm
Arm is an equal opportunity employer, committed to providing an environment of mutual respect where equal opportunities are available to all applicants and colleagues. We are a diverse organization of dedicated and innovative individuals, and don't discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.