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Team Lead, Systems Management Center (SMC)

The Coca-Cola Company

  • Location: Sofia, SO - BGR
  • Post Date: 12/1/2018
  • Job Type: FULL TIME
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Job ID: R-20239

Position Overview:

We are looking for a Team Lead for our SMC Command Center team as part of our newly established IT Delivery Center in Sofia. The SMC Command Center is an integrated monitoring and Critical Incident / Problem Management team.

The person in this role will be primarily responsible for leading the team in the troubleshooting, resolving, reporting, and subsequent problem management activities associated with critical IT related incidents for The Coca-Cola Company. This role will implement policies and procedures regarding how issues are identified, received, documented, distributed, communicated and corrected. The candidate will be required to perform a wide variety of tasks and will lead and direct the work of others. Shift work and after-hours support is required as the Command Center covers 24x7x365.

This position requires a self-motivated individual with leadership qualities and a broad basic technical understanding of IT technologies and concepts. The individual must be able to lead the Command Center team through daily operations in a high stress environment and perform in the role of Duty Manager or Problem Analyst as a backup should the situation dictate. This role will be required to prepare and lead meetings with TCCC IT Leadership and cross functional teams.


We are looking for a Team Lead for our SMC Command Center team as part of our newly established IT Delivery Center in Sofia.  The SMC Command Center is an integrated monitoring and Critical Incident / Problem Management team.

The person in this role will be primarily responsible for leading the team in the troubleshooting, resolving, reporting, and subsequent problem management activities associated with critical IT related incidents for The Coca-Cola Company.  This role will implement policies and procedures regarding how issues are identified, received, documented, distributed, communicated and corrected. The candidate will be required to perform a wide variety of tasks and will lead and direct the work of others. Shift work and after-hours support is required as the Command Center covers 24x7x365.

This position requires a self-motivated individual with leadership qualities and a broad basic technical understanding of IT technologies and concepts.  The individual must be able to lead the Command Center team through daily operations in a high stress environment and perform in the role of Duty Manager or Problem Analyst as a backup should the situation dictate. This role will be required to prepare and lead meetings with TCCC IT Leadership and cross functional teams.

Function Related Activities/Key Responsibilities

  • Team Leadership
  • Incident & Problem Management
  • Metrics Collection & Reporting
  • IT stakeholder & client communication
  • Escalation (Functional & Hierarchical)
  • Continuous Improvement

Education Requirements: 

  • Bachelor's degree in Computer Science or related field or relevant working experience
  • Knowledge of Agile, & DevOps or work-related experience

Related Work Experience:  8+ years of experience

  • Experience working in a multi-sourced environment with service integration across different suppliers, aimed at delivering effective operations and meeting agreed upon service levels
  • Ability to take complex, multi-faceted problems and lead to their solutions recognizing different options, even in absence of all the information
  • Must have proven people skills and the ability to lead a team of people with varied backgrounds.
  • Excellent verbal, written and oral communication skills
  • Understanding of standard business processes and data flow within a functional area.
  • Familiarity with public and hybrid cloud infrastructure
  • Excellent process design, improvement, and execution skills.

Additional Requirements: 

  • This function requires 24x7 coverage. People hired in this role will have to be open to work in shifts.
  • Six-sigma or Lean Management certifications a plus
  • Kepner-Tregoe Problem solving ITIL V3 frameworks certification is a plus
  • Basic knowledge of network, cloud, SAP infrastructure, and application development technologies and relationships.

Job Requirements:

Years of Experience:

7-10 Years Experience

Growth Behaviors:

  • GROWTH MINDSET: Demonstrates curiosity. Welcomes failure as a learning opportunity.
  • SMART RISK: Makes bold decisions/recommendations.
  • EXTERNALLY FOCUSED: Understands the upstream and downstream implications of his/her work. Tracks and shares external trends, best practices or ideas.
  • PERFORMANCE DRIVEN AND ACCOUNTABLE: Has high performance standards. Outperforms her/his peers.
  • FAST/AGILE: Removes barriers to move faster. Experiments and adapts. Thrives under pressure and fast pace.
  • EMPOWERED: Brings solutions instead of problems. Challenges the status quo. Has the courage to take an unpopular stance.

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