Detailed job description:
- Lead incident management activities with the key objective of restoring impacted services within the agreed timeframes.
- Ensure all incidents are properly logged and incident management KPIs (i.e., incident response time, service restoration time) produce accurate and objective results.
- Act as the central communications point providing concise, timely and relevant communications from technical response teams to business users at all levels of the organization and towards clients.
- Plan, coordinate, and monitor root cause analysis activities and follow-up tasks by driving cross-functional technology team members to successful completion of remediation tasks.
- Facilitate change management process (internal TLS and with clients)
- Accept and act upon change requests. Analyze change requests and actions to identify trends and underlying needs.
- Collect change or service requests (SR) assessment results and issues
- Identify unauthorized changes/SR
- Assist in the creation and improvement of knowledge base articles to reduce impact, speed up resolution, or prevent the occurrence of incidents.
- Maintain IT Infrastructure Capacity Management inventory, prepare reports and inform other parties about trends
- Coordinate with the team IT Disaster Recovery test activities
Requirements:
- Experience in managing technology incidents
- Strong communication and stakeholder management skills
- Service desk experience
- Change management experience
- Strong ability to manage escalations within the team and with external stakeholders
- Basic knowledge of software development, IT security, infrastructure management and other technology domains
- ITIL Foundation or ITIL Practitioner certification is highly desirable
- Excellent interpersonal skills together with an ability to lead and motivate others to deliver in incident situation
- Customer-oriented mindset, willingness to help
Benefits which we offer:
- Work in a dynamic team where new ideas and open communication are quite valued;
- High possibility of personal and professional development within the company;
- Continuous training through mentoring programs, internal and external training and certifications;
- Flexibility to combine remote working and working at the office.
- A range of benefits that include private health insurance;
- Work in a modern space in an attractive location.
