Job Description & Summary:

Responsible for coordinating and overseeing the actioning and resolution of assigned service issues/tickets. Reporting to the TalentLink Service Delivery Lead with a dotted line to the TalentLink Solutions Architect Lead.

Essential responsibilities:

• Providing oversight and guidance to the TalentLink operations team for Incident Management
• Management, tracking and oversight to drive resolution of any Problem Management tickets/issues
• Coordinating and working with the TalentLink operations, broader TalentLink technology team, other Network technology teams and the TalentLink vendor where applicable to ensure tickets/issues are actioned and resolved within Service Level Agreements
• Working closely with the Major Incident Management team to support the management of any Major Incidents that affect TalentLink
• Coordinating and overseeing any follow-up actions that result from any Major Incidents
• Regular review of metrics associated with service availability, ticket volume, resolution rate, time to respond and time to resolution
• Supporting the Service Delivery Lead’s/Service Manager’s presentations to business stakeholders on support KPIs and any past or upcoming key events or activities
• Providing input to the Service Delivery Lead and Service Manager to identify ticket/issue trends and drive continuous improvement

Required Skills:

• Strong abilities and a proven success record of diagnosing and troubleshooting complex application problems, leveraging tools and resources appropriately and identifying solutions to technology issues
• Relationship building skills
• Excellent communication skills, both written and verbal, in Business English
• Exceptional ability to be proactive, manage workloads and prioritise accordingly
• Ability to escalate issues in a timely manner
• Good command of MS Office and Google Suite 
• Data analysis skills
• Knowledge of ServiceNow or similar ITSM system

Preferred Knowledge/Skills:

• Industry knowledge of ITIL service management principles
• Experience in providing support services to complex global organizations and managing incidents
• Experience in working in a global/virtual team environment
• Technology literacy that spans across multiple platforms and applications
• Understanding of Configuration Management, Change Management and Release Management
• Identifying trends and escalating issues to appropriate contacts
• Exercising due diligence when assessing operational risks and proposing technical solutions
• Defining, developing and maintaining operational processes, including supporting documentation
• Experience with data analysis, visualization and dashboards
• Experience or working knowledge of automation tools
• High level understanding of infrastructure, networking, firewalls, cloud computing
• High level understanding of relational databases and 3-tier application architecture

• Career development and professional growth in a global team setting
• Ability to pursue further professional development – access to multiple internal and external trainings provided by PwC
• Participation in multi-territory activities within the internal HR resource management platform
• Competitive salary and benefits package, including private healthcare, life and disability insurance and attractive multi-cafeteria program
• Opportunity to engage in after-hours sports activities and team building events
• Inspiring and friendly work environment
• Your career development plan tailored to your preferences and ambitions
• The office in a convenient location in the centre of Warsaw (close to the subway station and numerous bus and tram stops)