Incident/Problem Manager
Lokalizacja:
Warszawa , mazowieckie
For our client, a international company with branches in all Europe, we are looking for a person for the position: Incident/Problem Manager
Responsibilities:
- Responsibility to improve the quality of maintaining IT solutions at the group level
- Undertaking activities aimed at minimizing the number of incidents as part of group solutions
- Delivering together with Product Team Root Cause Analysis and planning activities to improve the support of IT solutions supporting business at the group level
- Development of knowledge management and organization of managing knowledge
- Responsibility for supporting the proper functioning of business support solutions
- Participation in creating standards of IT systems maintenance
- Provision of IT services at the level agreed upon with clients.
- Be a Manager Incident and the Major Incident Manager (Manager on Duty).
- Be a Problem Manager
- Continuous Improvement Manager support in the implementation of continuous improvement processes.
- Managing incident handling, problems, service requests
- Overseeing the event management process and ensuring its effectiveness.
- Determining the processes of introducing changes in the environment of offered services from the perspective of the maintenance area.
- Implementation of service standards for processes related to incidents, problems and service requests, including their monitoring.
- Ensuring the ability of an IT organization to plan, measure and adhere to agreed quality levels of IT services and their continuous improvement.
- Improving and improving the quality of internal customer service.
- Coordination of work in the field of knowledge management and management of the knowledge base repository and document versions.
- Supplier management and supervision on the work carried out by them in the area of solving problems and incidents as well as performing the service request.
- Introducing best practices in the scope of the entire support process of offered IT services.
- Interact with an internal client to identify areas for improvement.
- Development and updating of maintenance procedures for the resolution of problems, incidents and service requests.
- Continuous improvement of services, their scope and level in relation to customer requirements.
Requirements:
- Higher education - preferred technical;
- At least 2 years of experience in a similar position;
- Ability to define and implement processes of maintaining IT solutions;
- Ability to practical management of teams maintaining IT systems;
- Experience in the processes of optimization and continuous improvement of support processes and services provided;
- Experience in maintaining systems using external partners;
- Experience in working in a dynamic business environment;
- Orientation on the implementation of business goals;
- Very good knowledge of English;
- Good communication and teamwork skills;
- Independence in action and focus on achieving goals.
- Additional advantages:
- Analytical skills;
- Ability to propose unconventional solutions and persuade to a different point of view;
- Experience in working in an international environment;
- ITIL Certificate;
We offer:
- Attractive remuneration based on a contract of employment or B2B
- Benefits package:
- private medical care,
- sports / lunch card,
- funding for learning English or German,
- fresh fruit each week and delicious coffee
- Work in an international environment
We kindly inform you that we will only respond to selected applications.
TeamQuest has been added to the register of entities conducting employment agencies by the Marshal of the Mazowieckie Voivodship under the number 11118.