Major Incident Analyst

English speaking Major Incident team operating in a 3-shift system.

• Own and manage Major Incidents, including ensuring tickets are accurately logged, categorizations are correct and changed as appropriate through the lifecycle
• Lead and liaise with all Major Incident resolution groups from relevant technical areas to ensure swift resolution of incident tickets, ensure engagement and focus of relevant resolvers, drive troubleshooting and recovery with confidence
• Lead technical conference calls in a business professional manner
• Deliver clear and accurate communication: meaningful, informative and appropriate for target audience, throughout the major incident lifecycle
• Produce comprehensive incident reports to a variety of audiences including senior and exec management level
• Initiate Problem Management to eliminate root cause for all Major Incidents and trended chronic issues

• Experience in IT, preferred in IT Helpdesk environment
• Experience in the Incident Management ITIL process
• Solid English language skills, excellent communication skills
• Ability to lead meetings to get to get key facts/actions, project management skills to get others to complete tasks on time
• Strong analytical skills, able to work independently and take decisions where necessary
• Stress resistant

• New office near Rondo Daszyńskiego, take a Virtual Walk
• Work in an international company giving a good opportunity to develop professional and foreign language skills
• Ambitious and motivating challenges
• Labor law contract
• Co-funding of additional benefits (medical care, Multibenefit or Edenred cards)
• Welcome pack for every new employee