Incident/Problem Manager

Teamquest Warszawa Wynagrodzenie do negocjacji

For our client, a international company with branches in all Europe, we are looking for a person for the position: Incident/Problem Manager


  • 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.


  • 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

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