Incident Manager (21431)

Praha
8/2020
Permanent Client
20%
80 000 CZK
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This job position is not currently open
I’m looking for an experienced IT Incident Manager with working knowledge of ITIL Incident Management Framework. As a permanent contractor you will be responsible for managing the Incident Management process within the CE Command Center and for oversight of solution delivery for incidents within the CE Region. You will ensure that standardized methods and procedures are used for efficient and prompt handling of all incidents in order to minimize the impact of incidents upon service quality and consequently identify opportunities to improve the day-to-day operations of the organization.

What will you be working on
- driving the implementation of IM process within the regional CE Command Center
- facilitate collaboration with Local Help Desk teams (CZ and SK) in terms of IM process
- manage and collate IM process knowledge base on detailing knowledge of key stakeholders
- driving the efficiency and effectiveness of IM process
- monitoring the effectiveness of incident management and making recommendations for 
  improvement
- auditing the IM process
- producing management information, including KPIs and reports
- producing and maintaining the IM documentation
- driving, developing, managing and maintaining the major incident process and associated 
  procedures
- ensuring that all IT teams follow the incident management process for every incident
- escalating IM relevant risks and issues
- providing targeted, timely and useful information on planned and unplanned outages that 
  allows the business to understand the impact of each unplanned outage and take the
  appropriate action

What you need to know
- minimum 3 years of Incident Management experience in enterprise level IT environment
- working knowledge of ITIL Incident Management framework
- working experience with Atlassian JIRA SW package will be a great asset
- project Management skills will be a significant advantage
- proven communication skills with multiple levels of an organization
- self-driven and resourceful to achieve goals independently as well as work well in groups
- advance knowledge of MS Office
- eagerness to work within 24/7 would be a great advantage
- ability to speak Czech or Slovak language
- English on B2 level (additional foreign language: German/ French would be a plus)
- University degree or equivalent in years of working experience in enterprise level IT 
  environments

Extras
- strong background of international banking group 
- perspective, interesting and motivating workload
- support of professional development
- an incentive program of fringe benefits:
- up to 6 weeks of holidays
- meal vouchers
- contribution to leisure activities
- rich pension and life insurance allowance
- holiday contribution, Language courses