Luxoft is a global leader in high-end software development.
Luxoft is looking for talents with a passion for technology & ready to create original solutions. Once on board, you are invited to expand your knowledge & skills, offering you a continuous learning experience helping you stretch your potential.
So if you’re enthusiastic by the idea of accessing cutting edge technology & innovation to make an impact, why don't you join us?
"In this role, the Queue Manager will be a part of overall Production Service team, supporting Group Functions IT delivery teams by managing the stack of all incidents and requests occuring in the IT infrastructure. Her primary objective is to go one-step beyond the resources in their disposal (other regional and functional groups) in checking on potential bottlenecks / backlogs from increased call volume, assignment to other groups and the quaity assurance of the end-to-end service delivery in delivering timely and quality incident resolution and requests fulfillment.
The Queue Manager should be responsibie for:
Identifying any 'bottlenecks' in the Incident Management / Service Requests queues
Focused on ensuring that all channels are correctly configured and staffed to be able to handle phone calls, emails, automated incidents and self-service requests and incidents according to defined Service Levels
Taking action to figure out what can be done to alleviate any identified bottlenecks
Ensure all Incident Records / Service Requests (tickets) are all being processed in a timely manner (e.g. not staying in the L1 or L2 too long before being assigned)
Checking on assignment accuracy and reassignment
Validating the number of customer contacts before resolution over a certain benchmark
Investigating aging Incident Records / Service Requests and details / analysis around why certain category / regions / groups / people tend to have more of a backlog than others and recommend action for improvement
Ensure transparency on status of Queues under control"
"1-3 years of experience in a Queue Management role, with experience in dispatching control for scaled IT infrastructures and ability to demonstrate understanding of the associated processes in a dynamic enterprise environment.
Good communication skills, both verbal and written
Ability to proactively take ownership over issues
Experience with Data Analytics skill sets such as SQL, Reporting Tools (example SSRS, Tableau)
Preferred candidates with IPMA, Prince 2 or PMI certifications, ITIL certification
BA / BS in Computer Science / Information Systems or equivalent experience"
"Our client, a major retail bank with HQ in Scandic region, is moving their application support and development for their Group Functions IT division to Poland in 3 different locations: Gdynia, Gdansk and Łódź.
The Group Functions IT Production Assurance team has a strong mandate to organize operations according to modern principles of the ITIL methodology. We are looking for an experienced and driven Change Manager to join our team.
The Change Manager controls the lifecycle of all Changes. His primary objective is to enable beneficial Changes to be made, with minimum disruption to IT services. For important Changes, the Change Manager will refer the authorization of Changes to the Change Advisory Board (CAB)."