Regional Major Incident Specialist

Overview 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 Demonstrated 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. Benefits Salary Range: $115,800-$156,600 per year 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. #J-18808-Ljbffr Arm