Incident Management Specialist

About the project

Join a project being carried out for our Client from the retail industry and grow in the area of IT Service Operations. We are looking for someone to support failure analysis, ensure the quality of technical documentation, and help identify recurring problems and their root causes.

This position allows for developing competencies in the area of incident analysis, problem management, and IT process quality. It will be suitable for someone at the beginning of their career who likes to investigate causes, work with data and documentation, and translate collected information into specific improvement actions.

If you can maintain accuracy, organize even incomplete information, and draw conclusions based on facts, this role could be a good next professional step for you.

The development path in this position ultimately leads to the role of Major Incident Manager.

What we offer

• Unique atmosphere: A good and friendly atmosphere in the company and satisfaction from cooperating both with colleagues from the department and direct supervisors.
• Integration events: Large, internal technology conferences, Christmas parties, and team outings.
• Flexibility: Working hours are flexible and tailored to individual preferences. Similarly, the work mode: remotely or in a hybrid model.
• Development paths: They are clear, simple, and certainly not bumpy. You can choose between a managerial or expert development path.
• Certificates: We facilitate the development of desired competencies, subsidizing training and courses.
• Security: We have many years of experience in the market and implement national and international projects. We skillfully manage tasks and enable smooth allocation between projects.
• Language lessons: For those who speak fluently and want to maintain this level or wish to develop their language skills, we enable free participation in English language classes. Lessons are conducted in a modern and secure online meeting format. Just learn IT!
• Work comfort: Attractively designed relaxation zones, available in the company's largest branches, encouraging rest during the day, and equipped kitchens with aromatic coffee.
• Supporting activity: We have football teams, we hold championships, we have marathon runners and other active sports enthusiasts on board. We support all passions.

Daily tasks

• Failure analysis and reconstruction of the course of events based on available information and data.
• Establishing incident timelines and identifying the root causes of problems.
• Maintaining a problem register and linking recurring failures with their common causes.
• Preparing recommendations for corrective actions supported by data, including problem frequency, number of affected machines, and costs.
• Monitoring corrective actions, deadlines, responsible persons, and implementation statuses.
• Verifying the quality of reports, including their completeness, categories, and priorities.
• Creating and updating the knowledge base based on resolved incidents.
• Preparing reports regarding response times, recurrence of faults, and process quality.
• Collaborating with the IT support team in handling the ticket queue.
• Participating in preparing action plans in case of failures affecting multiple machines and participating in handling such events under supervision.

Requirements

• Minimum 5 years of IT-relevant professional experience.
• Minimum 5 years of project experience relevant to the profile or in a similar position.
• Certificate ISTQB Advanced or 3 years of experience in test design beyond the required minimum experience in a similar position.
• Minimum secondary education or post-secondary diploma (an ICT degree is NOT mandatory).
• Hands-on experience in testing complex systems (matching the requested minimum experience).
• Expert skills in designing test cases and test documentation.
• Practical knowledge and strong familiarity with software testing tools.
• Analytical mind, high attention to detail, and the ability to pick things up quickly.
• Excellent communication and documentation skills.
• Solid understanding of the Software Development Lifecycle (SDLC).
• Proven functional, regression, and acceptance testing of enterprise web applications built on SharePoint / SPFx / React with .NET Web APIs.
• Hands-on API testing (e.g., Postman) and basic performance testing (e.g., JMeter).
• Hands-on management of test plans, test suites, test cases, and defects in Azure DevOps Test Plans / Boards.
• Experience with full traceability from requirements and user stories to test results, as well as to commits/pull requests fixing defects.
• Experience taking over a test asset base from a third-party contractor (test-case inventory, regression suites, environments).
• Experience verifying a Definition of Done that includes security-scan and penetration-test findings.
• Ability to collaborate with business owners on acceptance criteria and UAT organization, with availability for a knowledge-transfer period.
• Good command of English (minimum B2 level).
• Advanced knowledge of SharePoint and SharePoint platform-specific tools.
• Proven experience in gathering, analyzing, and prioritizing business needs, requirements, and user stories.
• Excellent collaboration and stakeholder communication skills.
• Versatility in working across different technologies and platforms.

Must have: ISTQB, Degree, Testing, Test case, SDLC, Web applications, SharePoint, React, .NET, Web API, API testing, Postman, JMeter, Azure DevOps, User stories, UAT, Communication skills