E2E / Incident Manager

Wipro IT Services Sp. z o. o.
Mid
Online interview
Employment contract
Gdańsk

Project description

Job position is for an American multinational investment bank and financial services corporation.


We provide many benefits!

  • Relocation assistance - Accommodation, travel and other expenses covered
  • Medical Insurance
  • Life & Disability Insurance for employees and family members
  • Social Fund Scheme

Your tasks

  • Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process
  • Remediate deviation of a process for its particular division /department/ school
  • Responsible for communicating with the Incident Process Owner
  • Point of contact for all Major and Normal Incidents
  • Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure.
  • Represent the first stage of escalation for Incidents
  • Monitor the workload per Tier 1 Analyst
  • Liaise with L2 teams and Own the Incident resolution E2E
  • Monitor the incidents to ensure that the Service Level Agreement are respected
  • Identify, initiate, schedule and conduct incident reviews
  • Ensure the closure of all resolved and end-user confirmed Incident records
  • Provide guidance to the Incident Process Coordinators

Who we're looking for?

Requirements:

  • In-depth knowledge of ITIL and Service Desk Operations
  • Minimum 2+ years’ experience in a roles of Incident management and coordination.
  • Prior experience as Incident manager is preferred.
  • English language fluency is required for the role.
  • Additional skills of Infrastructure, networking architecture is preferred.


Behavioral Skills & Attributes:

  • Should have knowledge of ITIL process
  • Should have analytical & reasoning skills
  • Ability to create Weekly & Monthly reports for the management review
  • Expertise in Microsoft Excel & PowerPoint
  • Collaborates well & Effective communicator at all levels

Work environment
Healthcare
  • Healthcare package
  • Healthcare package for families
Leisure package
  • Leisure package
  • Leisure package for families
Kitchen
  • Hot beverages
  • Fruits
Traning
  • Trainings
Other
  • Integration events

Our company

Wipro IT Services Sp. z o. o.

Warsaw, Gdańsk, Krakow 750
Tech skills
  • JAVA
  • SAP
  • Python

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