Incident/Change Manager

The key responsibilities of this role are the following:

• Incident Management


• Driving the efficiency and effectiveness of the incident management process


• Updates the incident log with all progress that occurs, including any actions to correct problems and/or to take opportunities to


• improve service quality


• Producing management information, including KPIs and reports


• Monitoring the effectiveness of incident management and making recommendations for improvement


• Ensuring that all IT teams follow the incident management process for every incident


• Delivery of RCA documentation after successful incident resolution


• Change Management


• Receives, logs and allocates a priority to Change requests


• Ensures all the Change requests are scheduled


• Liaises with all necessary parties to coordinate change building, testing and implementation, in accordance with schedules


• Updates the change log with all progress that occurs, including any actions to correct problems and/or to take opportunities to


• improve service quality


• Reviews all implemented changes to ensure that they have met their objectives; refers back any that have been backed out of


• have failed (prepare RCA document)


• Reviews all outstanding Change requests and close the completed ones


• Analyses change records to determine any trends and produce regular management reports


• General


• Occasional availability for out-of-business hours, especially on weekends and public holidays


• No regular travelling required.

 Qualifications:

• Experience in IT Infrastructure, with emphasis on operational management


• Clear commitment to Service Management Framework approach to IT Infrastructure management essential, previous experience strongly desirable


• ITIL V3 Foundation Certificate would be an advantage


• Experience in dealing with technical and non technical teams


• Good knowledge and experience of how to manage SLA’s and KPI’s


• Ability to update existing and create new process documentation and training materials


• Intermediate excel skills

Communication skills:

• Strong interpersonal and communication skills


• Work well with teams


• Analytical thinker with strong leadership skills


• Ability to work under pressure


• Excellent Presentation Skills

Language skills:

• Fluent English both verbal and written

Other:

• Availability 24/7

• Analytical and methodical approach to working


• Good organizational skills, ability to maintain high level of accuracy and to work to tight deadlines


• Flexible, well-motivated team player


• Ability to work with minimum supervision and perform under pressure


• Can do attitude


• Assertive and self starting with ability to prioritize and manage multiple tasks

• Possibility of working remotely from home.


• Flexible working hours in 24/7 shift pattern.


• You will work in multinational, stable company for c.a. 100 Blue Chip Clients- known, global brands, supported by 6000 professionals in 30 languages.


• You will gain space to fulfill your ambitions and develop your career, opportunity to take part in transition projects. We operate according to Lean and Kaizen.


• You will choose your career path (experts or managers) – you will work among professionals (over 900). We will support you to gain knowledge (20 000 online trainings and in class) and get certified (e.g. ITIL, Vmware, Citrix, Oracle Database). You will have the opportunity to take part in coaching programs and develop your knowledge in experts communities.


• You will work in line with high, international work standards and you will have an opportunity to engage in CSR initiatives.


• You will be appreciated for your results and professionalism – based on clear rules of promotion. Our company applies a wide choice of perks (free private medical care for you and your family, additional life insurance). We help to keep right proportions between your work and private life (Business Parent Program).


• As a disabled person you will get professional support. We are open to provide assistive technologies for people with diverse disabilities. We care about inclusion and equal rights approach. We conduct disability awareness trainings. Join our Win with Capgemini Program for people with disabilities.