Incident Management Specialist
Location: Kraków
Nr ref.: GLO0000C7
The role of Incident Management Specialist is to perform the administrative tasks necessary to support activities within the Incident Management and Request Fulfillment Processes. Analyze and forecast trends that are impacting Service Availability.
Main accountabilities in addition to following Jacobs policies and procedures, principal accountabilities include, but are not limited to:
Responsibilities:
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Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements (SLAs) or Operational Level Agreements (OLAs)
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Responsible for assigning Priority 1 / Priority 2 Incidents
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To run the Priority 1 / Priority 2 process effectively, leading the Technical Teams/Support Groups through troubleshooting and customer communications
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Responsible for communicating with the process manager. Directly works with Tier 1 Support to ensure proper recording of incidents
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Ensure that Incidents assigned to their Support Groups are resolved and that service is restored
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Ensure that all IT teams (internal and external) follow the Incident Management process for every incident.
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Monitor the Incidents and manage workload in their respective queues to ensure that Service Level Agreement (SLA) and Operational Level Agreement (OLA) are respected
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Identify Incidents for review
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Participate in Incident review following major Incidents
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Identify potential problems and/or increasing trend of repetitive Incidents
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Create Knowledge with repeatable procedures with a goal of reducing the number of Incidents
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Escalate all process issues to the Incident Manager
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Monitor the progress of Incidents and Requests within other IT functions to ensure SLAs are being met and services are being restored
Qualifications:
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Relevant IT qualifications
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Min. 2 years of experience in an IT Service desk/Desktop Support environment
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Willingness to work according US/Canada time shifts (Standard working hours 02:00 pm - 10:00 PM Polish time).
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ITIL Foundation Certificate would be a plus
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ITIL Intermediate would be a plus
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Familiarity with ServiceNow a plus
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The ability to work effectively with colleagues as part of a team.
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Excellent Customer Service and strong communication skills with the ability to explain technical issues in non-technical language to customers
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Ability to triage problems effectively and prioritize workload
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Proven experience in managing incidents and major incidents across large, complex global organizations.
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Comprehensive knowledge of a range of technologies and IT software
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Experience of adhering to IT incident support processes / documentation
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IT Service experience with knowledge or understanding of IT platforms, operating systems, infrastructure and technology environments would be advantageous
We offer:
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International working environment and unique company culture.
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Personal development opportunities.
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Additional 30% allowance for working after 06:00 pm
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Friendly atmosphere in dynamic team.
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Full time employment contract with salary corresponding to qualification.
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Benefits package including medical care, insurance, sport activities and other.
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Independent role