IT Incident Manager

The Incident Manager is accountable for managing the major incident process for Urgent and High business impacting incidents and associated IT Service Management activities to ensure structural improvement actions are taken. You will take charge of Major Incidents with urgency, involve appropriate technical IT teams to resolve, document Root Cause and corrective actions, identify structural Problems, and communicate effectively to both IT stakeholders and our clients.
The Incident Manager is part of an IT Operations team comprised primarily of IT Infrastructure support engineers and reports to the IT Operations Team Leader. Your key challenge is to help us strengthen our IT service management capabilities and contribute to long term Incident reduction by effective identification and handling of structural IT problems.
Primary duties and responsibilities:

Take ownership of our clients Major IT Incidents with a sense of urgency and professionalism and drive them to resolution.
Engage and coordinate with IT technical teams of various competencies; IT Infrastructure, Software, Security, Cloud, DevOps.
Communicate effectively with both technical teams, IT management and our clients/business.
Translate re-occuring issues into problems and pursue appropriate structural solutions with technical teams.
Be part of our Incident Management team which ensures a 24/7 ‘out of local business hours’ coverage for Major Incidents for our global customers.
Escalate critical issues timely and accurately to Teamleads and IT management.
Leverage relevant experience to optimize our IT service management, a pragmatic implementation of ITIL principles and processes.
Contribute to procedures and policies within the IT department.
Perform Major Incident reviews, identify trends and contribute to service reporting.

Requirements:

University degree (in computer science) or combine an established background in IT with a Masters diploma
Minimum 3 years previous working experience in IT service management, Incident/Problem management are a requirement
Be proficient with ITIL V.x, IT Service Management practices. Certification is a plus
Express yourself fluently in both spoken and written English
Strong, mature communicative skills: ability to translate an agenda into effective communication, ability to adjust communication style to fit your audience
Knowledge of and pervious experience with various IT technologies and architectures and IT support enables effective communication with your Technical/Engineering colleagues
Motivation, discipline and flexibility are your key characteristics
Willing to work in shifts and perform on call duty, as part of a larger Operations team

We offer:

A Challenging jobrole with a diverse scope. A future in a fast growing, dynamic and international company with a friendly and down-to-earth corporate culture. An organisation where people make the differences for themselves, their colleagues, the customer and the company.
A highly competitive salary with opportunity to grow in line with evolving expertise and individual contribution.
Opportunity to work from home in accordance with WFH policy (2 days a week).
Conferences, coaching, courses and trainings, both internal and external.
Working in a truly international environment with international clients. Opportunity for international businesstravel.
Becoming part of a close-knit team. Team building activities with an exceptional group of people.

Give it a go! Be sure to send in your resume to carolina@search4staff.com.
Call for details: +37360037785