Incident Manager with Germann

Wipro IT Services Sp. z o. o.
Senior
11 000 - 16 500
pln
gross / month (Employment contract)

Online interview
Employment contract
Gdańsk
Remote possible
30%

Project description

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.

Your tasks

Role & Responsibilities:

  • 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?

  • 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

Skills
ITIL
How we manage our projects?
Methodology
Scrum
Opportunity to change between projects
Toolset
Laptop
Additional monitor
Headphones
Phone
Operating system
Work environment
Tech supervisor
Work time division
Meetings
30%
Team technical support
20%
Project team management
20%
Monitoring project profitability
20%
Supervision over systems maintenance
10%
Healthcare
  • Healthcare package
  • Healthcare package for families
Leisure package
  • Leisure package
  • Leisure package for families
Kitchen
  • Hot beverages
  • Fruits
Traning
  • Trainings
Other
  • Integration events

Recruitment process

- 7 days
HR interview
Technical interview

Our company

Wipro IT Services Sp. z o. o.

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

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