Incident & Problem Management Coordinator

The Incident and Problem Management Coordinator is responsible for supporting ITIL aligned Incident and Problem Management processes and procedures. One of the major responsibility of the role is to manage the Critical Incidents and ensures downtime to Operations due to IT, is as minimal as possible.

 Manage the flow of day-to-day operations from Incident Management (IM), Major Incident Management (MIM) and Problem Management (PM) perspective
 Taking lead role during major/critical problems and steer issue resolution. Act as communication hub and setup and moderate conference calls with business and MIM to address issues escalations
 Invoke crisis management process and follow-up on issues root cause resolution with corrective / preventive measures.
 Manage Critical and High Incidents and ensures downtime to Plant Floor due to an IT is as minimal as possible
 Raise early warning indicator to alert supervisor from incident/ major incident management perspective
 Liaise with appropriate stakeholders to resolve issues related to IT Infrastructure and Application and finally liaise with the respective technical teams to identify the Root Cause (RCA) of the Major Incident
 Handle Client escalation/s related to Incident (IM), Major Incident Management (MIM) and Problem Management (PM) processes and procedures
 Manage IM and PM processes performance against Key Performance Indicators (KPIs) and Service Level Agreements (SLAs), report progress regularly and implement recovery plans to address non-achievement of targets
 Track and review various IM, MIM and PM reports including Ageing analysis, ticket hoping analysis, Neglected incident/ problem analysis, various management reports etc.
 Conduct/ facilitate Incident, Major Incident and Problem management processes training for all IT team members in Slovakia
 Share feedback from client to other relevant delivery team/ stakeholders related to IM, MIM and PM processes/ changes
 Work closely with other ITIL process Team Leads for improvement in services provided
 Triaging of issues and timely resolution with cross functional teams for timely resolution
 Interaction with client (IT & Business users) on issues
 Conduct impact assessment (IA) on changes introduced to the Solution and determine Impact and regression scope
 Stakeholder management, share regular updates and assist in preparing operational reports
 Adhere to shift rotation plan and Operating model

Information technology, computer programming, web portals

International IT company.

University education (Master's degree)

technické,IT,ekonomické

English - Upper intermediate (B2)

IT management service
3

• General knowledge of IS support and problem management
• Good understanding of Plant IT Systems & Integrations
• Good understanding of ITIL V3.0 methodology
• Good knowledge in using BMC Remedy
• Good knowledge in generating reports
• Techno-Functional / Cross Tower experience
• Good understanding of Manufacturing business processes and Workflows
• Fair understanding of IT landscapes (Plant Networks, Datacentres, Database, Plant Floor Application, Track side Equipments etc, ERP & Warehouse apps)

Other Skills:

• Manufacturing Industry Knowledge
• Ability to work with multi-disciplined team to delivery expected outcome.
• Experience working in a dynamic & highly demanding Environment, preferable in a Mfg. IT Service Delivery / Support Organization
• Knowledge in handling cross functional, cross tower teams

Pro HR, s.r.o. je personálno-poradenská spoločnosť špecializujúca sa na oblasť služieb recruiting & selection, executive search a HR consulting. Svojim klientom poskytujeme individuálny prístup k riešeniu otázky zabezpečenia kvalifikovaných zamestnancov. Pro HR realizuje vyhľadávanie a výber kandidátov aktívnym a priamym spôsobom prostredníctvom služieb recruiting & selection a executive search.

Konzultanti spoločnosti permanentne mapujú trh, poznajú aký typ zamestnancov sa nachádza v spoločnostiach s podobným zameraním klienta, príp. konkrétne vhodné pozície s ich náplňou a zodpovednosťami v iných spoločnostiach. Na základe ich znalosti je možné priamo osloviť potenciálne vhodného kandidáta s požadovaným súborom znalostí a skúsenosti.

Spoločnosť Pro HR, s.r.o. sa v oblasti vyhladávania a výberu kandidátov špecializuje na cieľovú skupinu:
1. nižší, stredný, vyšší manažment
2. špecializované pozície – financie, predaj & marketing, logistika & nákup, procesy a kvalita, project management & stratégia + support, CRM
3. IT/telco technické pozície, Help Desk pozície (IT a telco špecialisti, programátori, analytici, SW architekti, projektoví manažéri, atď.)
The company is a holder of a licence to offer recruitment services. (AA/2009/4810/4232/OISS)

Employment placement and personal consultancy

10-19 employees

* We are required by law to disclose basic wage component (minimum salary) for the advertised positions. Your actual final salary is based on your professional competencies, skills, qualifications and experience matching the position.

If you are interested in our offer, send your CV in Slovak or English to email: [email protected].

Contact person: Mgr. Anna Spasová
Tel.: +421 2 6241 3438, +421 911 525 022
E-mail: