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Sii Poland is the largest IT services provider in Poland according to the ITwiz Best100 report for 2023
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Get ready for the Get Digital Summit 2024! Register now and take your technology knowledge to the next level.
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Digital Health and Care and Regulatory Affairs. Learn how to effectively connect health and business for the benefit of patients
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The closer we are to those in need, the more we want to help – discover how Michał, Test and Analysis Engineer at Sii, used his problem-solving skills to help effectively 
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What did the internship at Sii's Engineering Competency Center give me?
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SAP MM – basic configuration process and new organization units within existing organization
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Adobe Edge Delivery Services – easy creation of ultra-fast pages
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Using structures as composite keys in C# dictionaries
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High Severity Incident Manager

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Bialystok Bydgoszcz Cracow Czestochowa Gdansk Gliwice Katowice Kielce Lodz Lublin Pila Poznan Rzeszow Szczecin Torun Warsaw Wroclaw
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This offer base language is English. Translate into Polish.
This translation is generic. Show original text

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 tasks

  • 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

Requirements

  • 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

Nice to have

  • ITIL foundation or greater certification would be preferred

Job no. 241004-XEIPR

Technologie i narzędzia

Wymagane
Microsoft Excel ServiceNow
Mile widziane
ITIL

Poszukujemy IT High Severity Incident Managerów, którzy będą odpowiedzialni za pomoc użytkownikom biznesowym w uzyskaniu oczekiwanej pomocy od zewnętrznych dostawców. Swoją pracę opieramy na poziomie ważności incydentu oraz zakontraktowanym SLA z dostawcami.

Praca będzie wykonywana całkowicie zdalnie.

Twoje zadania

  • Tworzenie, utrzymywanie, wykonywanie i aktualizowanie planu przywracania usług
  • Zapewnienie wydajności poprzez monitorowanie realizacji operacyjnych procesów usługowych
  • Łagodzenie wpływu na działalność poprzez stosowanie technicznych lub biznesowych obejść.
  • Kompleksowa koordynacja rozwiązywania incydentów o wysokim priorytecie i incydentów poważnych
  • Komunikacja ze wszystkimi zaangażowanymi interesariuszami na temat statusu w ramach Tower Control i Support
  • Koordynacja technicznych połączeń pomostowych między dostawcami
  • Własne tworzenie przeglądów po incydencie
  • Praca zmianowa (24/7) w zespole składającym się z 14 osób lub standardowe godziny pracy w zależności od projektu

Wymagania

  • Co najmniej 2 lata doświadczenia w koordynacji usług lub 1 rok w zarządzaniu incydentami
  • Znajomość ServiceNow, przynajmniej w stopniu użytkowym, mile widziana znajomość modułów raportowania
  • Średnio zaawansowana znajomość programu Excel, głównie edycja danych i tabele przestawne
  • Znajomość ITIL, w szczególności zarządzania incydentami (zarządzanie żądaniami, problemami, zmianami i wiedzą jest pomocne w swobodnej współpracy z innymi zespołami)
  • Profesjonalne nazewnictwo właściwe dla zagadnień ITIL i współpracy międzyfirmowej
  • Doświadczenie w zarządzaniu dostawcami - wymaganie od dostawców przestrzegania zasad dotyczących incydentów i zakontraktowanych umów SLA
  • Zorientowany na wyniki gracz zespołowy i dobry motywator z wyczuciem biznesowym i zrozumieniem pilności handlowej
  • Biegła znajomość języka angielskiego w mowie i piśmie

Mile widziane

  • Preferowany certyfikat ITIL Foundation lub wyższy

Nr oferty 241004-XEIPR

Quick apply

High Severity Incident Manager

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Benefits for you

Great Place to Work
Solid financial situations
Contracts with the biggest brands
Centre of internal trainings
Many experts you can learn from
Open and accessible management team
Profit sharing
Passion Sponsorship program
Regular integration events and trips
Comfortable and well-equipped offices
MySii app
Medical care
All our benefits
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Great Place to Work

Since 2015, we have been recognized with the Great Place to Work title every year, a prestigious award based on employees feedback. According to the study, over 90% of people working at Sii consider it a fantastic place to work.

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Solid financial situations

We began as a one-person start-up in 2006 and grew into a 7 500+ workers company in 2024, generating revenue of EUR 480M, having no debts, and being recognized as the leading IT services provider in Poland by the Computerworld TOP200 report. Check out more facts that prove our market strength.  

Read more

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Contracts with the biggest brands

We are a key partner for many prestigious global companies from different sectors i.a: BNP Paribas, KUKA, ING or Bombardier with whom we have contracts that guarantee continuity of employment for our workers.  

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Centre of internal trainings

Our own training center organized around 300 technical and soft skills training courses last year. More than 3 300 people took part and rating them at 4.7/5. Trainings are conducted by practitioners, both experts from Sii and outside the company. Our employees can also request for individual external courses. 

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Many experts you can learn from

At Sii we have a lot of knowledge sharing initiatives – our workers can join technology Communities, participate in a mentoring program or benefit from in-house trainings, blog and e-learning platforms.

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Open and accessible management team

No matter our title, we address each other by first names. Transparency and dialogue are important for us, that’s why we periodically organize local CEO meetups, online CEO live sessions and departmental Inspiration Days. During them everyone has the opportunity to meet with people managing the company, ask questions, report problems and discuss troubling issues.

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Profit sharing

Sii shares its profit with employees to thank everyone for a great year and results. We know that without the huge commitment of Power People, the company’s success would not be possible. From 2022, over PLN 60 M has already been allocated for this aim. 

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Passion Sponsorship program

We allocate PLN 1M annually for the development of passions and hobbies through our Passion Sponsorship & Volunteers programs. Thanks to them, nearly half of our Power People have already realized their dreams, such as climbing Mount Everest, running in the farthest corners of the world or sending a balloon into the stratosphere.   

Learn more 

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Regular integration events and trips

Every year we organize more than 700 events, allocating for this aim bugdet exceeding PLN 15M. We take care not only for integration of our workers, but also we provide entertainment for their families within regular St. Nicholas Days, Family Picnics, Carnival Balls.   

Watch the wideo 

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Comfortable and well-equipped offices

We have A+ class offices in the centers of 14 Polish largest cities, allowing easy access for both our employees and clients, from anywhere in the country and the world.   

Project rooms, meeting rooms, modern equipment, relax and childcare area or even a slide – these are just some of the facilities we offer. 

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MySii app

Work smarter, not harder – guided by this idea we have developed an app for our employees that simplifies all administrative activities. It take just a few clicks on the phone to submit a holiday request, report on working time or track reminders for upcoming tasks.

The app is also available for candidates. You can download it for both iOS and Android. 

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Medical care

We offer private healthcare packages to our workers, with access to more than 5 000 specialists. The option also includes dental services and the possibility to add family members. 

Get to know Sii better

Watch a video about us

Get to know Sii better

Check why you should work with us

Get to know Sii better

Check out our mission

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