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Incident - SLA Manager

  • Dąbrowa Górnicza, śląskie pokaż mapę
  • Kierownik
  • 2018-11-18

    Pracodawca ma prawo zakończyć rekrutację we wcześniejszym terminie.

    ArcelorMittal Business Center of Excellence in Dąbrowa Górnicza
    is seeking candidates for new position:
    Incident - SLA Manager

    Mission: For better quality delivery of IT services in Europe, SAP Center of Excellence (SAP CoE) has been created within’ ArcelorMittal Business CoE. It is a unique Team, created by combination of IT SAP and business experts who are responsible for functional maintenance, improvements and projects of SAP solutions. To ensure challenges and flexibility of learning path in scope of SAP CoE, there are also Authorizations, Testing Factory and Development Factory Teams.

    Incident / SLA manager will manage lifecycle of all incidents and ensure they are resolved satisfactorily.


    • Ensure normal services are restored as quickly as possible and adverse impact on operations due to incidents in IT environment is minimized
    • Make analysis, prepared and ad-hoc reports and be able to deduct from the reports
    • Be able to work in Incident Management IT tool like f.e. SNOW
    • Identify, log, categorize, prioritize, resolve incidents and raise a problem if required
    • Develop and maintain the incident management process and procedures
    • Produce appropriate management information to report incident management performance
    • Work with different Team to solve Incidents and Problems
    • Monitor effectiveness of incident management and make recommendations for improvement
    • Manage major incidents on calls, meetings


    • Education / Qualification: master, engineer
    • Language: English (very good), Polish (communicative)
    • Good analytical skills
    • Very good knowledge of English
    • The openness and willingness to learn new environments
    • Ability to work in international team
    • Project management
    • Customer/service oriented
    • Communication skills, flexibility, commitment
    • Resistance to stress
    • Incident Management / Service Level Agreement / ITIL Base Knowledge

    Other Desired Requirements:

    • Good knowledge of ITIL Service Delivery processes (preferably with formal certification)
    • Good understanding of Service Level Agreements procedures
    • Good Understanding of Incident Management tools
    • Ability to work under pressure
    • 3+ years of Incident Management experience

    We offer:

    • Market competitive salary
    • Interesting work in international environment with modern working tools
    • Professional training / studies refund
    • Language training during working hours
    • Subsidized canteen
    • Social package includes: private medical care in Medicover; MultiSport or MultiKino package; retirement program for employees
    • Holiday funds
    • Additional day off on the Steelworker’s Day (4th of May)
    • Possibility of "home office"