Possible locations
  • Cracow
  • Lublin
  • Bydgoszcz
  • Czestochowa
  • Gliwice
  • Katowice
  • Kielce
  • Lodz
  • Pila
  • Poznan
  • Szczecin
  • Torun
  • Remote work
Technologies & tools

Must have:

  • Microsoft Excel
  • ServiceNow

Nice-to-have:

  • ITIL

We are looking for IT High Severity Incidents Managers who will be responsible for helping business users get the expected help from external vendors. We base our work on the case’s severity level and contracted SLA with suppliers.

The work will be carried out completely remotely.

Your role

  • Creation, maintenance, execution, and updates to the Service Restoration Plan
  • Ensure performance by monitoring the execution of the operational service processes
  • Mitigation of Business Impact by applying technical or business workaround
  • End-to-end coordination of resolution for high-priority and major incidents
  • Communication with all involved stakeholders about the status within Tower Control and Support
  • Coordination of technical bridge calls between vendors
  • Own creation of post-incident overviews
  • Shift work (24/7) in a team of 14 people or standard working hours depending on the project

Your skills
  • At least 2 years of experience in Service coordination or 1 year in Incidents Management
  • Familiarity with ServiceNow, at least to a usable degree, knowledge of reporting modules is welcome
  • Intermediate knowledge of Excel, mainly data editing and pivot tables
  • Knowledge of ITIL, especially Incident Management (request, problem, change, and knowledge management are helpful to work freely with other teams)
  • Professional nomenclature appropriate to ITIL issues and inter-corporate collaboration
  • Experience in vendor management - require vendors to follow incident policies and contracted SLAs
  • Result-oriented team player and good motivator with business sense and understanding of commercial urgency
  • Fluent in English, both written and spoken

Optional:

  • ITIL foundation or greater certification would be preferred

Job no. 240508-GT6KU

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