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Incident Manager

Nowa Era sp. z o.o.

Nowa Era sp. z o.o.

Aleje Jerozolimskie 146D

Ochota

Warszawa

Your responsibilities

  • Work in an international environment with multiple business units

  • Take care of the implementation, management and monitoring of the Incident Management process and associated KPIs;

  • Be the process-based point of contact for the solution groups;

  • Proactively analyze processes & incidents as input for the Problem Management initiatives which lead to structural improvements;

  • Regular consult with the coordinators involved, the line management of the departments/teams involved as well as the co-process owners;

  • Take control during Major Incidents by assembling and convening an escalation team, if necessary, engages external suppliers;

  • Provide a Major Incident Report (MIR) to the management at Major Incidents;

  • Take care of the communication in the event of (imminent) major disruptions;

  • Provide monthly reports, both internally and externally;

  • Build and secure knowledge.

  • Manage ticket flow and follow up on SLA times

  • Manage the Daily standup

  • Suggest opportunities for improvements.

Our requirements

  • Incident and problem management processes in an international and distributed team

  • Fluent written and spoken English

  • Operational vendor management

  • Understanding of support processes (ITIL certification)

  • Highly developed communication skills

  • Organizational and analytical skills

  • Strong team player

  • Agile Scrum and preferably SAFE will be an advantage especially DevOps will be appreciated as this will be the next step

What we offer

  • B2B contract

  • Work in international environment

  • Attractive remuneration

  • Friendly atmosphere in a professional team

  • Opportunity for professional development

  • Benefits

  • corporate products and services at discounted prices

  • integration events

  • corporate sports team

  • no dress code

  • coffee / tea

Nowa Era sp. z o.o.

As a front running learning company, Sanoma Learning has an impact on the lives of millions every day. We provide learning solutions that are developed with pupils’ and teachers’ interests in mind. Our solutions help teachers to be efficient and to be able to concentrate on their most valuable competence – teaching. We help pupils to get ahead and to unleash their whole potential.

Within Sanoma Learning (SL), the Technology department is responsible for the digital strategy, innovation and digital transformation as well as for the automation of business processes. Technology focusses on supporting the Sanoma Learning companies while leveraging synergy. This is done by developing common services and technology assets. Are you looking for a challenge and will you help us in realizing our ambition?

To support us in realizing our ambitions we are looking for an Incident Manager to be hired in one of our companies – Nowa Era.

The Incident Manager successfully contributes to the delivering support services accordingly to established processes of Sanoma Learning and in line with set KPIs. She/he plays an important role in improving IT services. The systems of Sanoma Learning are used by seven business units, located in Poland, Belgium, Finland, Netherlands, Sweden, Norway, Spain, France and Germany.

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