Incident Manager
Kraków
Nr ref.: 2478893
The incident coordinator follows up and coordinates resolution of major incidents related to Aon products & services, applications and network elements in the different domains concerning technical or functional issues.
The team works based follow the sun model.
Responsibilities:
- acts as a SPOC for all internal and external stakeholders to ensure centralized Incident management and communication
- restoration of high priority incidents
- lead and drive restoration calls
- engage & drive restoration with required vendors
- identify RCA for incidents & provide remediation plan to functional teams
- driving the efficiency and effectiveness of the incident management process
- producing management information, including KPIs and reports
- monitoring the effectiveness of incident management and making recommendations for improvement
- developing and maintaining the incident management system
- driving, developing, managing and maintaining the major incident process and associated procedures
- reviewing and auditing the incident management process
- ensuring that all IT teams follow the incident management process for every incident
Requirements:
- experience with ITIL v3/v4, specifically in the area of Incident, Problem and Change
- experience in managing and defining best practices based on the ITIL Incident framework
- exposure to tools like Webex Teams, Sharepoint, ServiceNow etc
- extensive experience with standard desktop tools, including Microsoft Office.
- strong written and verbal communication and relationship management skills
- good analytical skills and be able to correlate the issues
- maintains a professional demeanour and attitude while being assertive
- extensive problem solving, organizational and project management skills.
- ability to handle multiple priorities, professionally manage time while meeting deadlines in a fast paced, high volume environment
- should be able to drive restoration calls independently
- self-starter; ability to begin working with minimal coaching
- ability to work independently as well as part of a team on multiple overlapping issues
We offer:
- the best medical cover on the market with free dental care
- generous benefits package for your wellbeing (multisport cards, insurance, vouchers, and many more!)
- stability of employment and permanent contract after trial period
- brand new office supporting collaboration, flexibility and activity based working
- internal career opportunities and individual development plan
- unique workplace culture - we value openness, honesty and authenticity, so don’t expect formal dress code nor managers hidden behind closed doors
- lots of social events, charity actions and opportunities to integrate with colleagues