Incident & Problem Manager

Описание

We’re currently looking for an Incident & Problem Manager who is committed, pro-active and self-motivated individual with a strong operations management background, highly organised approach, and experience of delivering results within agreed targets.

Your day-to-day duties will include:
Proactive and effective management of the incident and problem lifecycle, ensuring minimal business impact and initiating escalation procedures as appropriate
Create action plans for driving incident resolution
Understand and appreciate the impact of incidents on SLA targets, allowing prioritisation and direction
Uses fact-based analyses to input into root-cause and help articulate the value of proposed solutions
Understand and appreciate the business and/or technical impact of outstanding problems
Creation of known error records that document root causes and workarounds
Regular updates given to key stakeholders on progress/status of incident
Ensure all incidents are resolved within agreed timeframes, where this is not possible understanding and documenting reasons
Manage action plans, driving problem resolutions in a timely fashion
Creation of management reports, in line with agreed targets
Use various techniques to facilitate permanent solutions
Collaboration
Promotes communication among CSDA/Business Divisions/Client team members and encourages dialogue that addresses key issues
Work with teams to quickly restore service, yet extracting and recording the necessary detail within logs
Makes management aware of items which may adversely impact our business, for example, critical incidents, progress and obstacles, potential and actual escalations.
Ensure Line-Manager is informed of high impacting problems, progress, obstacles, potential and actual escalations
Work with teams to identify failures, ability to influence and extract critical information to help understand root causes.
Reporting of incidents & problem records must be transparent, where errors have been made, record as lessons learnt
Undertake management of all Incidents in accordance with EMEA CSDA Incident & Problem Management guidelines
On call rotation schedule
In order to be successful in your new role, you need to have:
Background in service operations and customer facing roles, with Incident or Problem Management experience
Resilient with ability to facilitate cross team activities and drive restoration of service and problem resolution
Ability to understand impact on Service Level Agreements
Ability drive the identification of workarounds and permanent solutions
Exceptional communication and planning skills
Management Report writing skills
Attention to detail with good data analysis skills, focusing across all incident & problem priorities
Fluent English
Experience of working across multiple countries and cultures
Educated to degree level or similar
ITIL v3 Intermediate - Service Operations qualification
Experience of working in various operational roles
The health and wellbeing of our people is a top priority.

That’s why if you join us we will provide you with the benefits which fit your needs through all the stages of your life.

Изисквания към кандидата

Езикови познания:
Английски език

Трудов опит:
С професионален опит от 1 - 3г.

Образование:

Ние предлагаме

Вид заетост:
Пълен работен ден

Срок на заетост:
Постоянна

Договор:

Ниво в йерархията:

Категория:

Администрация
Административни и офис дейности

Държава:

България

Населено място:

Гр. София

Адрес:

Цариградско шосе 115 Г, бл. Сграда Мегапарк, ет. 10, София 1784

Дата:

11.05.2022

Организация:

ЕКСПИРИЪН БЪЛГАРИЯ ЕАД
Фирма/Организация - Директно търсеща служители

Детайли за организацията:

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