Agencja zatrudnienia nr licencji 3260
Find your own at devire.pl
Location: Cracow
Devire is an international company specializing in recruitment, outsourcing and employer branding services. For more than 30 years, we have represented leading employers on the European market, by carrying out comprehensive recruitment projects, implementing the latest solutions in the area of IT services and by supporting in building the image of the employer of choice.
Our offices are located in Warsaw, Wroclaw, Poznan, Katowice as well as Munich, Frankfurt, Prague and Hradec Kralove.
Devire Outsourcing IT is a form of a partnership dedicated to self-employed IT specialist, executing projects for our Clients - leading IT Companies bringing innovations and newest resolutions to market.
Our Client is the worldwide leader in IT, networking, and cybersecurity solutions. The company helps companies of all sizes transform how people connect, communicate, and collaborate.
Currently, for our Client, we are seeking an Incident Manager to join a Cracow team.
An Incident Manager must enhance operational efficiency, help customers resolve network issues quickly and completely. The person will continually monitor customers’ technical support needs, track every open service request, and make sure that IT resources, both at Company and within the customer organization, are aligned appropriately to resolve issues quickly and completely.
Responsibilities
- Maintaining a good relationship with the client during the course of the problem resolution process through the effective use of email, telephone, video conferencing and other collaboration methods
- Being a single POC for clients regarding questions / escalations / information, coordinating communication between internal and external stakeholders
- Incident Management: coordination of the resolution, identifying appropriate parties to address various queries, managing business communication with the client
- Monitoring progress of open incidents, with a proactive attitude to avoid possible escalations
- Ensuring timely follow-ups and swift closure of critical problems
- Participation in on-site meetings with the client (abroad travels required, around 4-6 times per year)
- Carrying out reporting, SLA calculations and trending analysis: preparing weekly / monthly / quarterly reports (Excel and PowerPoint format) and presenting results to internal / external stakeholders
- Hosting numerous meetings with the internal and external audience (via Webex, TelePresence, phone)
- Regularly interacts with the company’s clients and internal teams in a coordinated fashion to ensure problem resolution (engineers / sales / logistics etc.)
Qualifications:
- Readiness to work after hours (night shifts) and Monday-Sunday (working days per month - about 14)
- General understanding of networking technologies and services
- Previous experience in a similar position
- Experience in working in a multicultural and international environment
- Good knowledge of Excel and PowerPoint
- Very good communication and presentational skills
- Creative, outside the box thinking and “can do” attitude, well-organized with the ability to work independently
- Proficient level of English
Our Client offers:
- Salary based on B2B contract (via Devire) or civil contract: 5-7.5k pln netto + vat
- Long-term employment
- Private HealthCare
- Working for a leading corporation with a stable market position
- Working in the international environment
- Opportunity to make a real impact on business development
