Possible locations
  • Bialystok
  • Bydgoszcz
  • Czestochowa
  • Gdansk
  • Gliwice
  • Katowice
  • Kielce
  • Cracow
  • Lodz
  • Torun
  • Warsaw
  • Wroclaw
  • Remote work

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

  • Ensure performance by monitoring the execution of the operational service processes
  • Mitigate Business Impact by applying technical or business workaround
  • Perform end-to-end coordination of resolution for high priority and major incidents
  • Communicate with all involved stakeholders about the status within Tower Control and Support
  • Coordinate technical bridge calls between vendors
  • Own the creation of post-incident overviews

Your skills
  • At least 2 years of experience in service coordination or 1 year in incident management
  • Knowledge of ITIL processes, nomenclature, and roles, especially incident management
  • Experience in vendor management in order to require vendors to follow incident policies and contracted SLAs
  • Be a result-oriented team player and a good motivator with business sense and understanding of commercial urgency
  • Fluency in written and spoken English

Optional:

  • Knowledge of ServiceNow, at least to a usable degree, and knowledge of reporting modules is welcome
  • Intermediate knowledge of Excel, mainly data editing and pivots tables

Job no. 231123-XXRGD

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