The Incident and Problem Manager will be responsible for managing and improving the incident and problem management processes related to IT applications and systems in an omni-commerce Sales company, ensuring timely resolution and proactive measures to minimize future disruptions.
What will you do:
Incident & Problem Resolution
Serve as the primary escalation point for incidents and problems related to IT applications and systems;
Collaborate with technical teams to analyze, identify, and resolve technical issues;
Coordinate with relevant technical teams for fast incident and problem analysis and resolution;
Support technical teams in developing workarounds, pinpointing root causes, and implementing hardware, software, or process-related solutions;
Documentation & Reporting
Document and communicate comprehensive Major Incident/Problem Reports, detailing timelines, descriptions, root cause analyses, and technical solutions;
Generate regular reports highlighting key performance indicators (KPIs) concerning IT applications, systems’ quality and efficiency, and incident management processes;
Create and maintain documentation related to incident and problem management, including but not limited to recommendations, work instructions, and training materials;
Process Improvement
Develop continuous improvement initiatives for incident and problem management processes;
Ensure consistent implementation and adherence to processes by all relevant parties, providing clear rules, work instructions, and guidelines;
Take charge of the development and implementation of a company-specific Problem Management process. This involves establishing effective procedures, crafting tools, and training staff for optimal incident handling and recurrence prevention. Given the absence of a predefined Problem Management process, you will play a pivotal role in shaping this area, creating a robust system from scratch.
What we want you to have:
Previous experience in handling major incidents or crisis management;
Strong knowledge of resource planning and coordination of efforts in crisis situations;
Excellent communication and conflict management skills;
Ability to work under pressure and make quick, informed decisions;
Good understanding of ServiceNow usage and capabilities;
ITIL certification;
Experience in Infrastructure Services, software, hardware, network;
Experience in communicating with customers;
Fluency in English.
What you will find with us:
A united team which is committed to give their best to make every project a real success;
A cozy relaxing zone where you can perfectly get your head together or simply enjoy some moments by yourself;
A job where your professional development through challenging projects, workshops, seminars, trainings or managerial support is a priority;
A working environment where your needs, desires or ideas are always paid full attention;
A place where your success is properly rewarded.
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