FEEL THE THRILL OF CREATIVE EFFORT AND ACHIEVE THE IMPOSSIBLE
Alpha Technologies specializes in the IT recruitment of top quality specialists needed for all levels of organization. We are American company based in Wrocław.
We are looking for:
OPM Incident Manager
Location: Wrocław
Main responsibilities:
- Leading working streams with stakeholders in defining and agreeing the principles for incident management process standardization.
- Collaborating with the stakeholders in developing and prioritizing the Book of work for standardization of incident management.
- Developing best practices in accordance to ITIL to support the principles and seeking sign-off from the organization.
- Execution of the agreed principles and practices consistently across the organization.
- Developing a harmonized reporting framework and dashboard which can be used by the organization to track trend of incidents, identify areas of improvement in the process across the organization.
- Establish a governance model to measure incident management maturity.
- Driving requirements of ticket flow in the Incident Management tool (ServiceNow) to support the standardized process and practices.
- Normalization of data in CMDB to support consistent and transparent reporting across the organization.
- Interact with the vendors to ensure incident & knowledge management practices are consistently applied in resolving incidents thereby facilitating resolution of issues at Level 1 support.
Key technical skills:
- Solid experience in financial industry.
- ITIL v3 Foundation qualification.
- Experience with ServiceNow tool with strong understanding of service management principles it supports.
- Prior experience in standardization of incident management practices at process, reporting and tool level.
- Prior experience with building self-services methodology for End-Users.
- Data Analysis & Data Mining experience.
- Knowledge of the software development life-cycle.
- Good knowledge of MS Excel, Powerpoint and Word.
- Confident professional and an ability to represent the team in meetings with Business and other IT groups.
- Strong sense of ownership / responsibility / assertiveness / pro-activity.
Your benefits:
- Employment agreement or B2B contract – it depends on your preferences.
- Competitive salary, which depends on your skills and qualifications.
- Remotely trainings with our Specialists from USA.
- International projects.
- Regular improving of your current knowledge.
- Possibility to start cooperation in USA.
- Private Medical Care.
- Life Insurance.
