Service Manager - Incident Resolution

GSK Tech Global Centre in Poznan
Online interview
Employment contract
Remote possible
Paid vacation

Project description

  • Provide leadership in IT major incidents impacting business critical sites, applications and services
  • Leverage technical expertise to convene appropriate participants (resolvers) and to direct Major Incident response, with focus on service restoration
  • Manage complex process in high pressure situation, driving sense of urgency, ensuring multiple tasks are completed in parallel and to target time and quality
  • Interact with and support peers and team members at other locations in providing overall support for the service delivery
  • Provide professional Major Incident status updates to senior stakeholders

Your tasks

This position within the Command Centre is primarily responsible for directing Service Leaders and Subject Matter Experts (of the affected service), to focus on the service restoration during Major Incidents in an IT environment.

Service Manager is also responsible for providing accurate and timely written and verbal communications to senior leaders, stakeholders and end users.

Who we're looking for?

Basic Qualifications:

  • 3 years Major Incident Management experience
  • Strong leadership skills to direct service teams during Major Incidents
  • Experience in troubleshooting, with broad expertise and knowledge in core infrastructure technologies (e.g. application, server, network, authentication, database) and how they work together.
  • Excellent written and verbal communication skills
  • Excellent Incident and Problem Management knowledge and skills
  • Able to work unsupervised, independently and within a global team
  • Flexibility with respect to the work schedule (early/late including weekends, NOT nights).

Preferred Qualifications:

  • ITIL certification
  • Experience with Agile methods and tooling
  • Experience of working in complex global relationships with Tech (IT), vendors, business units and external partners.

How we manage our projects?
Scrum, Agile, Kanban
Who makes architectural decisions?
Team and tech leads
Who makes technology stack decisions?
Project management software
JIRA, Microsoft Teams, Azure Devops
How we code?
Version control
Style guide
Code review
Static code analysis
Code metrics
Knowledge database
How we test?
Unit tests
Integration tests
System tests
Performance tests
Manual testing
Test automation
Additional monitor
Personal container
Operating system
Work environment
Tech supervisor
Open space
Flexible working hours
  • Healthcare package
  • Healthcare package for families
Leisure package
  • Leisure package
  • Hot beverages
  • Fruits
  • Snacks
  • Trainings
  • Car parking
  • Bicycle parking
  • Chill room
  • Integration events
  • work up to 80% of your working time per month remotely
  • flexible working hours
  • work part-time or have a long weekend thanks to Short Friday

Recruitment process

- 30 days
Phone call

Our company

GSK Tech Global Centre in Poznan

Poznań 750
Tech skills
  • Node.js
  • JavaScript
  • Java

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