We are looking for IT High Severity Incidents Managers who will be responsible for helping business users get the expected help from external vendors. We base our work on the case’s severity level and contracted SLA with suppliers.
The work will be carried out completely remotely.
High Severity Incident Manager
Miejsce pracy: Kraków
Your role
- Creation, maintenance, execution, and updates to Service Restoration Plan
- Ensures performance by monitoring the execution of the operational service processes
- Mitigating Business Impact by applying technical or business workaround
- End-to-end coordination of resolution for high priority and major incidents
- Communicates with all involved stakeholders about the status within Tower Control and Support
- Coordinate technical bridge calls between vendors
- Own the creation of post-incident overviews
- Shift work (24/7) in a team of 14 people
Your skills
- At least 2 years of experience in Service coordination or 1 year in Incidents management
- Knowledge of ServiceNow, at least to a usable degree. Knowledge of reporting modules is welcome
- Intermediate knowledge of Excel. Mainly data editing and pivots tables
- Knowledge of ITIL, especially incident management. Request, problem, change, knowledge management are helpful to work freely with other teams
- Professional nomenclature appropriate to ITIL issues and inter-corporate collaboration
- Experience in vendor management - require vendors to follow incident policies and contracted SLAs
- Result-oriented team player and good motivator with business sense and understanding of commercial urgency
- Fluent in English (written & spoken)
- Nice to have: ITIL foundation or greater certification would be preferred
Why Sii?
- Great Place to Work since 2015
it’s thanks to feedback from our workers that we get this special title and constantly implement new ideas - Hundreds of fascinating projects
prestigious brands from around the world, long-term contracts and preferred partner status for many clients - Project suited to you
Do you want to change your career path? Is your project coming to an end? We’ll find you a new one! We have an app for this – Job Changer - Employment stability
revenue of EUR 225 M, no debts, 15 years on the market - PLN 500 000 per year for your ideas
with this amount, we support the passions and voluntary actions of our workers - 7 000 experts
Tech Communities and the best industry experts to learn from - Investment in your development
workshops, webinars, training platform, and technology blog – you choose - Great, comfortable offices
perfect place to work, integrate, have fun together, and celebrate successes - Open-minded and available management team
quick decision-making, we’re all on a first-name basis - True values
these are not empty words – we’re guided by them every day - Fantastic atmosphere
created by all Sii Power People - Attractive benefits package
private healthcare, benefits cafeteria platform, car discounts and more
