Incident and Change Specialist (full remote)

Company Description

Launched in 1998, this pioneering British-born brand has specialised in creating unforgettable experiences - from city breaks, hotels and holidays to theatre and spa days. is among the worldwide leaders in the field, helping hundreds of thousands of customers every year find, and do, "whatever makes them pink". is part of lm group, a publicly-traded multinational Group, among the worldwide leaders in the online travel industry. Each month, our websites and mobile apps (available in 17 languages and 40 countries) reach 43 million unique users that search for and book their travel and leisure experiences.

More than 1,200 people enjoy working with us and contribute to providing our audience with a comprehensive and inspiring offering of travel-related products and services

Job Description

The Service Management Team is growing and looking for a new teammate! The team mission is to provide governance and processes designed to maximize site and operational stability and availability. As a part of the team, you will work with all business areas at all  hierarchy levels, and by proactively challenging the status quo, you will be responsible for delivering solutions that maximize the efficiency of the Group.

Being tech expert is not essential for this role. If you have a natural disposition for driving improvements and providing value across the organization, then this role will provide the opportunity and support for you to do so.


Key Responsibilities:

  • Embrace the ITSM and Agile best practices (changes, incidents and problems management)

  • Design, deliver and promote policies, processes and procedures in order to ensure alignment across the teams;

  • Coordinate and manage processes for incidents and problems:

    • Initiate the procedure for handling detected incidents, including: recording details of the incident, contacting involved teams for awareness, troubleshooting and fix, coordinate the conversation and officially updating incidents records throughout the incident life cycle

    • Provide effective interface with users ensuring all diagnostic information is ready for error resolution and incident analysis

    • Run Post Incident Reviews with competent departments in order to limit disruption occurrences, improve detection and resolution time, improve pre-production testing

    • Make initial diagnosis of any problems and advise on known solutions to the entire Company, where applicable, providing information on updates, known errors, changes in availability, new facilities, etc.

  • Communicate across the organisation – from engineers through senior management – and  collaborate with senior management on achieving delivery targets;

  • Remove all obstacles to customer satisfaction and/or financial performance

  • Generate quality statistical service reports on logged issues and changes

  • Ensure all stakeholders are aware of changes and are prepared

  • Occasionally coordinate maintenance with 3rd party vendors and internal teams

  • Provide training and mentoring to other members of the ITSM team and Tech teams


Skills and Experience Essential:

  • Minimum 2 years of relevant work experience, technical background ideally in ITSM;

  • Services and IT Knowledge of Systems management platforms, Service Management solutions, ITIL;

  • Working knowledge of Ticketing and Change management tools (e.g. Jira);

  • Analytical and problem solving approach: able to identify areas of process improvement (efficiency and effectiveness) and recommend solutions that detail pros, cons and risks;

  • Ability to work in a fast paced production environment, maintaining a can-do attitude;

  • Ability to understand and deliver services which are provided on a 24x7x365 basis;

  • Ability to create clear documentation and attention to details;

  • Ability to work in a team;

  • Excellent communication skills (both written and verbal) - ability to deliver technical presentations competently;
  • High level of empathy and no-blame approach;
  • Decision making;

  • Very good written and spoken English;



  • Strong understanding of software development life cycle and IT infrastructures.

  • Good understanding of Agile methodologies

  • ITIL Foundation, V2, V3 or V4 Certification

  • Worked in a big Company with structured change and incident management

Additional Information

  • available on-call 24x7 (team rotation) for emergency incident handling 
  • full remote contract available