Incident Manager

Raif started a transformation journey and we need professionals who are ready to join us on this way.
We are looking for Incident Manager to join our team.

You have:

— At least 2-years of experience in similar positions Incident Manager or Problem manager

— Or experience in building IT service management processes

— Strong project management experience

— Deep knowledge of ITIL, COBIT, ITSM, ISO

— Excellent communication and presentation skills

— Technical background of DevOps, System administration

— English Upper Intermediate

What we offer:

— Excellent team atmosphere

— opportunity to learn from management and get knowledge from the big international company

— complex and complicated challenges, opportunity to contribute into corporate level transformation

— Possibility to work remotely or in a comfortable office near Kontraktova Square

— Competitive salary and bonuses for your efforts and contribution

— Stability and a social package that includes 28 days of paid vacation, medical insurance

— Compensation for English lessons

— Education and self-education capabilities

— Wellbeing activities: free online workouts, yoga, lectures by a psychologist, free library

— Great corporate events

What to do:

— Ensure the design of the Incident, Event and Problem management processes

— Owns the processes and supporting documentation for the processes from a strategic and tactical perspective

— Process Improvement

— Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure.

— Investigate and diagnose Incidents to restore a failed IT Service as quickly as possible

— Monitor the workload per L1 team

— Monitor the incidents to ensure that the Service Level Agreement are respected

— Improve stakeholders emergency notification, provide transparent escalation flow and cross-product communication

— Responsible for communicating with the L2 Teams. Directly works with L1 Team to ensure proper recording of incidents

— Monitor the Incidents and manage workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected

— Works in conjunction with Continual Service Improvement (CSI)