Incident Manager (K/M)
Machine translation — original language: Polish.Show original
Your tasks
- Comprehensive management of IT incidents and supervision of their execution until closure.
- Coordination of L2/L3, Development, Infrastructure, and Business teams' activities during incident resolution.
- Monitoring SLA, escalation of risks, and management of critical incidents.
- Conducting triage meetings and coordinating corrective actions.
- Trend analysis, identification of recurring problems, and initiating operational improvements.
- Reporting KPI, incident statuses, and risks to stakeholders and management.
- Collaboration with Incident, Problem, and Change Management areas.
Requirements
- Several years of experience in Incident Management or IT Service Management in a corporate environment.
- Knowledge of the full incident lifecycle and ITIL processes.
- Good technical knowledge in the field of applications, API, integrations, databases, servers, and monitoring.
- Experience in coordinating multiple technical and business teams.
- Ability to manage incident backlogs, escalations, and priorities.
- Experience in analyzing KPI, SLA, and preparing management reports.
- Knowledge of tools such as BMC Helix, Jira, Confluence, Excel, or similar.
- Very good command of the English language.
Must have:
- ITIL
- API
- SLA
- BMC
- Jira
- Confluence
- Excel
Other
Ref. no: AO247096