Incident Manager

IDBC:

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PROJECT:

We are looking for an Incident Manager, who responsible for managing and controlling IT incidents and supporting other ITIL processes to ensure efficient and effective IT service delivery.

TASKS:

• Collaborate with resolver teams to restore IT services to normal operation as quickly as possible while managing the day-to-day incident management related tasks.
• Continuously monitor and control the Incident management KPIs working with resolvers.
• Track and analyze recurring or bouncing tickets. Reach out to resolver teams. Identify patterns and underlying issues to prevent recurrence.
• Regularly review and manage the incident backlog. Prioritize backlog incidents based on their impact and urgency. Ensure resolution and admin. of actions esp. of aged backlog.
• Monitor and report on KPIs to track performance and success.
• Collaborate with all other IT functions, organizations, stakeholders and vendors to ensure seamless service delivery, resolution of incidents.
• Ensure timely communication, escalation and resolution of critical incidents in accordance with the pre-defined Service Level Agreements and Business Requirements.
• Actively participate in post-incident reviews to identify root causes, propose and implement preventive measures.
• Provide on-call services as per needs / schedules.
• Contribute to continuous improvement for all Service Management processes.
• Ensure to work in compliance with Hydro Quality system, HSE regulations, policies and standardized operating procedures.
• Perform all other tasks upon the instructions of the superior in charge which may be necessitated by the operations of the related unit and which do not conflict with any applicable laws, statutory provisions and company rules.
• Compliance with area-specific customer requirements.

REQUIREMENTS:

• English: fluent - min. C1
• Min. 6-7 years of experience in Incident Management / Operation Management
• Understanding of IT Infrastructure, systems, technologies
• ITIL v3 or v4
• Proven knowledge & experience in managing Prio 1 incidents with multiple vendors in multinational environment
• Strong analytical and process improvement skills
• Strong problem-solving and effective communication skills
• Knowledge of Service Management tools (e.g. ServiceNow, CMDB)
• People Management
• Project Management
• Basic level experience Change Management
• 3+ years experience in Customer Management & managing critical situations with vendors

WORK LOCATION:

Full remote (monthly 1 office-day at Székesfehérvár)