For one of our Clients, international Retail company, we are looking for…

Incident / Problem Manager

… to join Incident / Problem Management Team.

Offer:

• Joining an international and dynamically developing organization.
• Working in a team of 15 specialists in international environment.
• Stable brand, challenging work, continuous development and unique work atmosphere.
• Attractive salary, annual bonus and employment based on Contract of Employment.
• A rich package of additional benefits: medical care, sports card / lunch card, language courses etc.
• Opportunity to participate in a global digital transformation project.
• The opportunity to take part in the IT transformation with a significant impact on the shape of this transformation.
• Ensuring that key business solutions are maintained at group level.
• Undertaking activities aimed at minimizing the number of incidents within group solutions.
• Delivering Root Cause Analysis together with Product Teams and planning activities to improve the support of IT solutions supporting business.
• Developing Knowledge Management within organization.

Responsibilities:

• Providing IT services to the level agreed with clients
• Support for Continuous Improvement Manager in the implementation of continuous improvement processes
• Problems, Service Request and Incident Process management handling,
• Supervising the event management process and ensuring its effectiveness
• Establishing processes for assessing changes in service structure from a maintenance perspective
• Implementation and monitoring of standards for incidents, problems and service requests
• Ensure the ability of IT organizations to plan, measure and maintain agreed levels of IT service quality and their continuous improvement
• Streamlining and increasing the quality of the company's customer service
• Coordinate knowledge management practices and the management of the knowledge base repository and document versions.
• Managing suppliers and supervising their work in the area of ​​problem and incident resolution, and the implementation of a service request
• Introduce best practices in the entire process of operating IT services
• Interaction with an internal client to identify changes that are subject to requirements.
• Developing and updating maintenance procedures for resolving problems, incidents and service requests
• Continuous improvement of services as well as their scope and level in relation to the clients' needs

Expectations:

• At least 5 years of experience in a similar position
• Ability to define and implement IT solution maintenance processes
• Skills in practical management of teams maintaining IT systems
• Experience in optimization processes and continuous improvement of support processes and services rendered
• Experience in maintaining systems using external partners
• Work experience in a dynamic business environment
• Orientation to achieving business goals
• Ability to act under time pressure
• Very good command of English
• Good communication skills and teamwork
• Independence in action and focus on achieving goals
• Higher education - technical preferred
• ITIL Certificate – nice to have