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

Unique People, s.r.o.

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

Information about the position

Job description, responsibilities and duties


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


Personality requirements and skills

• 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


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
ID: 3279071   Dátum zverejnenia: 17.7.2018   Základná zložka mzdy (brutto) a ďalšie odmeny:   Salary range starting at 1100