Incident Management Specialist

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Dodane przez:



Data utworzenia: 2019-10-04

Ogłoszenie w: Kraków

Kogo szukamy do pracy

Kogo szukamy?

We offer:

  • International working environment and unique company culture.
  • Personal development opportunities.
  • Additional 30% allowance for working after 06:00 pm
  • Friendly atmosphere in dynamic team.
  • Full time employment contract with salary corresponding to qualification.
  • Benefits package including medical care, insurance, sport activities and other.
  • Independent role


  • Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements (SLAs) or Operational Level Agreements (OLAs)
  • Responsible for assigning Priority 1 / Priority 2 Incidents
  • To run the Priority 1 / Priority 2 process effectively, leading the Technical Teams/Support Groups through troubleshooting and customer communications
  • Responsible for communicating with the process manager. Directly works with Tier 1 Support to ensure proper recording of incidents
  • Ensure that Incidents assigned to their Support Groups are resolved and that service is restored
  • Ensure that all IT teams (internal and external) follow the Incident Management process for every incident.
  • Monitor the Incidents and manage workload in their respective queues to ensure that Service Level Agreement (SLA) and Operational Level Agreement (OLA) are respected
  • Identify Incidents for review
  • Participate in Incident review following major Incidents
  • Identify potential problems and/or increasing trend of repetitive Incidents
  • Create Knowledge with repeatable procedures with a goal of reducing the number of Incidents
  • Escalate all process issues to the Incident Manager
  • Monitor the progress of Incidents and Requests within other IT functions to ensure SLAs are being met and services are being restored


  • Relevant IT qualifications
  • Min. 2 years of experience in an IT Service desk/Desktop Support environment
  • Willingness to work according US/Canada time shifts (Standard working hours 02:00 pm - 10:00 PM Polish time).
  • ITIL Foundation Certificate would be a plus
  • ITIL Intermediate would be a plus
  • Familiarity with ServiceNow a plus The ability to work effectively with colleagues as part of a team.
  • Excellent Customer Service and strong communication skills with the ability to explain technical issues in non-technical language to customers
  • Ability to triage problems effectively and prioritize workload
  • Proven experience in managing incidents and major incidents across large, complex global organizations.
  • Comprehensive knowledge of a range of technologies and IT software
  • Experience of adhering to IT incident support processes / documentation
  • IT Service experience with knowledge or understanding of IT platforms, operating systems, infrastructure and technology environments would be advantageous