Junior Incident/ Change Manager

Information about the position

Place of work

Bratislava

Job description, responsibilities and duties

- Ensures incidents reach resolution through the standard incident process
- Follow up with the engineers who own the incidents/tasks and service calls which are nearing the SLA/SLO threshold.
- Monitors the incidents, changes, tasks and service calls, to ensure they regularly updated, as per the SLA.
- Create and publish regular reports for Incidents and Changes
- Guarantees all incidents/tasks have an owner.
- Ensure close collaboration, coordination and synchronization with Operational Team Leads, and that processes and linkages between Technology teams are strong and adhered to during incidents.
- Review documentation for new or changed procedures specific to Incident Management process. Be proactive in communicating the process improvements to the teams.
- Monitor the case management queue(s) to ensure active work is done on a timely manner ensuring the evolution of the incident from creation to closure follows all pre-requisite steps with valid and regular communication.
- Ensure complete and accurate status information within tracked Incident Tickets.
- Escalate to the Operational Manager, for assistance if unable or unlikely to bring an incident to its closure in the required time due to process breakdown
- Periodic review of Incident & Change Management Procedures and look for improvement in Incident, Change and Problem Management.
- Manage any immediate, delivery irregularities or issues and inform the OCC and Key Account Manager, wherever appropriate, to provide a proposal(s) for rectification or adaptation
- Provides cross team communication when multiple teams are involved in the resolution of the ticket.

Wage (gross)

1 200 EUR/monthOur final offer will depend on the seniority and experise of the candidate.

Employee perks, benefits

• Contribution to pension plan
• Health care - Private medical center
• Life and Accident Insurance
• 25 full paid sick leave days per year ( 5 sick days)
• Meal vouchers – fully covered by the company
• Multisport card
• Long term career development
• Hard & Soft skills trainings
and others . .

Requirements for the employee

Candidates with education suit the position

Secondary with school-leaving examination
University education (Bachelor's degree)

Language skills

English - Upper intermediate (B2) and Slovak - Upper intermediate (B2)

Other knowledge

ITIL framework - basic

The position is suitable for a fresh graduate

Yes

Personality requirements and skills

- English intermediate level
- Ability to work in a fast pace environment and be able to make real time / accurate decisions
- Ability to interact professionally with employees at all levels of the organization
- results oriented, persevering, able to complete task on time under pressure
- Ability to work on assigned tasks independently

Advertiser

Brief description of the company

SIA is European leader in the design, creation and management of technology infrastructures and services for Financial Institutions, Central Banks, Corporates and the Public Sector, in the areas of payments, cards, network services and capital markets. SIA Group provides its services in over 50 countries, and also operates through its subsidiaries in Austria, Croatia, Czech Republic, Germany, Greece, Romania, Serbia, Slovakia, Hungary and South Africa. The company also has branches in Belgium and the Netherlands, and representation offices in the UK and Poland.

Number of employees

200-249 employees

Company address

SIA Central Europe, a.s.
Digital Park II, Einsteinova 25
851 01 Bratislava
https://www.sia.eu/

Contact

Contact person: Denisa Kopanicakova
E-mail: send CV
ID: 3894688  Dátum zverejnenia: 18.3.2020  Základná zložka mzdy (brutto): 1 200 EUR/month