Lead Incident Manager - Intermediate (Ref. No.: FJ310)

Unique People, s.r.o.

Place of work
Košice
Contract type
full-time
Basic wage component (gross) and other rewards
Salary range starting at 1100

Information about the position

Job description, responsibilities and duties

JOB DESCRIPTION:

Process Lead
• Adoption of Global Process and implementation into company to comply with local needs and ITIL best practices
• Drive team members professional development in process function area
• Introduction and communication of local process changes towards all relevant stakeholders
• Lead process managers and work with business relationship management roles to ensure integration
• Running regular or ad-hoc trainings of local process within company
• Escalation point for local process related concerns and issues.
• Introducing new Process Manager to company and requesting access and credentials for required toolset

Incident management
• Incident Manager is responsible for managing the ITSM processes in accordance to company method based on ITIL best practices.
• Executes the Incident Management process tasks in line with global and local requirements
• Is responsible for the complete process adherence and handling of incidents, supports developing of procedures and policies operated by the technical teams.
• Provides local education and process refreshment training seasons, works closely with Global process solution owner to drive an organizational improvements.
• Point of contact for all Major Incidents during a day. Once a month acts as Escalation manager via On Call Duty in 24/7 support mode.
• Work in collaboration with technical/business teams to provide communication updates on incident outage and recovery, and initiate inputs for problem statements.
• Responsible for trend analysis within the complex environment, delivers Incident reports
• Monitor the incidents to ensure that the Service Level Agreements are respected
• Monitoring the effectiveness of incident management and making recommendations for improvements

Requirements for the employee

Candidates with education suit the position

Secondary without school-leaving examination
Secondary with school-leaving examination
Follow-up/Higher Professional Education
University education (Bachelor's degree)
University education (Master's degree)
Postgraduate (Doctorate)

Language skills

English - Upper intermediate (B2)

Number of years of experience

2

Personality requirements and skills

QUALIFICATION REQUIREMENTS:
• Excellent management, interpersonal, communication, presentation, and organizational skills
• Capable to manage multiple priorities and effective judgment in time allocation and leading teams under pressure and stressful situations
• Ability to understand customer expectations and ensure excellent service in direct and indirect manner
• Analytic and Systematic thinking for short-time plan implementation
• General IT Environment concept knowledge (based on understanding of the ITIL framework)
• Self-driven to achieve goals independently as well as work in team
• Ability to unlock potential of the team on professional level
• 5+ years’ experience working in an IT Service Management area
• 2+ years’ experience in “subject” process
• Ability to speak English B2+ (second foreign language: German would be a plus)
• ITIL v3 Foundations training or higher level of ITIL Certifications
• Proficiency in Microsoft applications (Word, PowerPoint and Excel), experience with Microsoft SharePoint Interface is an advantage

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Brief description of the company

We are a team of ICT experts, who specialize in ICT service design, transition & transformation, and infrastructure management. Our concept and approach are proven by years of experience with large global transformation projects. Our domains are utility, banking, and telecommunications industries.

Number of employees

50-99 employees

Company address

Unique People, s.r.o.
Pražská 2
04001 Košice
http://www.uniquepeople.sk
ID: 3279071   Dátum zverejnenia: 6.6.2018   Základná zložka mzdy (brutto) a ďalšie odmeny:   Salary range starting at 1100