Incident/Problem Manager

1 tydzień temu

Warszawa, Mazovia, Polska ITDS Business Consultants Pełny etat
Join us and be the main point of contact in handling incidents for thousands of users

Warsaw-based opportunity with the possibility for hybrid work

As an Incident/Problem Manager, you will be working for our client, a leading insurance company, to ensure the smooth operation of their IT infrastructure. You will be responsible for managing and resolving incidents and problems, as well as optimizing the incident/problem management process.

Your main responsibilities:
  • Manage incidents and problems in accordance with ITIL best practices
  • Oversee the incident/problem management process and the team members involved in resolving issues
  • Analyze incidents to identify root causes and prioritize issues based on urgency and business impact
  • Streamline the incident/problem management process to improve efficiency and effectiveness
  • Generate incident reports to track performance and identify trends
  • Communicate with management regarding critical incidents and their potential impact
  • Collaborate with 1st, 2nd, and 3rd-line support teams to coordinate incident resolution
  • Work with third-party vendors to resolve issues within the scope of their support services
  • Monitor incidents and track their progress to ensure timely resolution
  • Coordinate error analysis meetings, identify root causes, and ensure compliance with standards and procedures
  • Report data and analysis results to top management
  • Maintain and update the problem database
  • Provide high-quality service and support to end-users
  • Continuously improve the incident/problem management process
You're ideal for this role if you have:
  • At least 3 years of professional experience in incident/problem management
  • Experience in ITIL processes and methodologies
  • Strong analytical and problem-solving skills
  • Excellent communication and interpersonal skills
  • Ability to work under pressure and meet tight deadlines
  • Strong attention to detail
  • The ability to work independently and as part of a team
  • A proactive and results-oriented approach
  • ITIL Foundation certification (nice to have)
  • High communication skills in Polish and English (min. B2)

#GETREADY to meet with us

We would like to meet you. If you are interested, please apply and attach your CV in English or Polish, including a statement that you agree to our processing and storing of your personal data. You can also apply by sending us an email at recruitment@itds.pl.

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