The best place to work
and the fastest growing IT and engineering company in Poland

3,300
employees
Great Place To Work
500 mln PLN
revenue

Incident Manager

Location: Warszawa

The challenges waiting for you:

  • Leading work streams with IT stakeholders in defining and agreeing the principles for incident management process and data standardization
  • Collaborating with the stakeholders in developing and prioritizing the book of work for standardization of incident management
  • Developing best practices in accordance to ITIL to support the principles for process and data standardization
  • Ensuring incident management practices relating to incident management and incident data management across the IT organization are harmonized and followed consistently
  • Developing a harmonized reporting framework and dashboard which can be used by the organization to track trend of incidents, identify areas of improvement in the process across the organization
  • Developing a data dictionary highlighting the key metrics to be measured and mechanism to measure them from the reporting data warehouse 
  • Driving requirements of ticket flow in the Incident Management tool (ServiceNow) to support the standardized incident and incident data management process and practices
  • Supporting normalization of data in CMDB to support consistent and transparent reporting across the organization
  • Seeking opportunities for continuous improvement by interacting with various organizations in IT, evaluating incident management and incident management data processes, identifying weakness and recommending improvement plans; identify and drive data quality improvements and opportunities for automation
  • Interact with the vendors to ensure incident management practices are consistently applied in resolving incidents thereby facilitating resolution of issues at Level 1 support


Required skills:

  • Minimum 3+ years experience on similar position
  • ITIL v3 Foundation qualification 
  • Experience with ServiceNow tool (or very similar) with strong understanding of service management principles it supports
  • Demonstrable experience in ITIL functions & processes – specifically Incident Management
  • Prior experience in standardization of incident management practices at process, data, reporting and tool level
  • Data Analysis & Data Mining experience
  • Capability to identify and evaluate significant risks and identifying appropriate mitigation mechanisms
  • Ability to build partnerships and influence senior managers and stakeholders.
  • Confident professional and an ability to represent the team in meetings with Business and other IT groups
  • Fluent English, capability to work in international and distributed environment 
  • Strong organization and presentation skills, strong sense of ownership, responsibility. 
  • Good knowledge of MS Office

Your benefits:

  • Interesting projects focused on new technologies and realized within different client’s sectors (banking, telco, pharma)
  • Possibility to join the Best Place to Work in IT in Poland, awarded with Great Place to Work and Computerworld AudIT prizes 
  • Flexible employment forms – B2B and permanent contact
  • Package of benefits (Multisport card, privet medical insurance, group insurance, English course) 
  • Unique work atmosphere – Check it yourself! – plenty of integration and family-friendly events, hobby groups: sports, board games, photography, billiards

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