Praca Problem Manager- Incident Manager

Job Description

We are currently seeking a Problem Manager/Incident Manager who will properly handle the problem/incident affecting services availability and afterwards will lead and co-ordinate all resources and technologies to ensure proper identification (RCA) and resolution of those problems/incidents.

The main goal of these roles is to minimize the impact of Incidents and Problems on the business that is caused by errors within the IT infrastructure or Services delivered to the customer, and to prevent the recurrence of Incidents related to these errors.

• Lead the Problem/Incident Management activities
• Create and manage the problem/incident tickets after proper problem/incident validation. Ensure problem/incident tickets are updated on regular basis.
• Develop and drive RCA when required.
• Recommend solutions, permanent fixes and other corrective actions. Corrective actions driving in collaboration with technical experts.
• Liaise with team managers/Technical Experts to ensure swift resolution of Problems/Incidents
• Ensure Change Management process is triggered where appropriate
• Track and communicate the status and resolution of all problems
• Actively monitor SLA requirements (RCA report creation, change creation)
• Prepare trend analysis including assumptions and recommendations
• Prepare reports and present progress to the customer/business partner on regular basis
• Contribute to the development and documentation of the Problem/Incident Management process

Job Requirements

• Ability to speak English/German/French/Dutch B2+ (desirable English as the second foreign language on the B2 level at least).
• University degree in IT Discipline or equivalent in years of progressive experience in enterprise level IT environments.
• Working knowledge of ITIL v3, with a minimum a year experience in one of the following: Service Level Management, Incident/Problem Management, Knowledge Management, Change Management,
• Proven communication skills with multiple levels of an organization, including interaction with senior level business partners within the company.
• Creatively resolves and/or escalates issues in a reasonable timely manner.
• Highly motivated and with the willingness to learn and explore the IT engineering principles and practices
• Excellent ability to manage multiple high priority efforts/ competing priorities and flexibility to adjust to changing requirements, schedules and priorities.
• Self-driven and resourceful to achieve goals independently as well as work well in groups.
• High level of IT literacy – MS Office (Word, Excel, PowerPoint)