Major Incident Manager
We are looking for Major Incident Manager to join one of the top companies in Cracow. The role holder will lead service recovery of incidents of Medium, High and Critical threat levels, facilitating both technical and business calls with key teams and stakeholders. Build and maintain effective working relationships with IT colleagues and business partners.
Once an incident has been recovered from, the role holder is responsible for ensuring that all known root cause details are documented and appropriately communicated via Major Incident Reviews in conjunction with the Problem Management discipline to track actions and prevent a recurrence of the incident. For all incidents whereby service outage is experienced, the role holder is responsible for ensuring that a Problem Record is raised to the appropriate team for further analysis.
The role holder may be expected to work a shift pattern which could include weekends and overnight working
Restoring normal service as quickly as possible, minimising adverse impact to the business.
Recovering Technology systems and services in accordance with business/Technology service level agreements, in conjunction with technical support teams and in line with global incident management processes.
Building and maintaining effective working relationships with Technology colleagues and business partners
Facilitating technical investigations by virtual teams to recover services from IT incidents
Setting actions and monitoring their progress during IT incidents and contributing to the development of a globally consistent and efficient Incident Management process
Communicating the impact of incidents and the progress toward recovery to a wide network of recipients using standard Incident Management tools
Ensuring that recovery steps are auditable and compliant
The ideal candidate for this role will have the below experience and qualifications:
Relevant product knowledge including knowledge of Microsoft office literate
Past working experience in a relevant role, i.e. Proven experience working within an IT position
Availability to work the shift pattern may be required for this role, i.e. Positions covering both a Core Days and a 24x7 shift pattern are available. The Core Days pattern covers 07:00 - 19:00 (including Bank Holidays). The 24x7 pattern is covered by 4 shifts. For full details of the pattern, please contact the hiring manager
Relevant product knowledge including knowledge of Global Service Desk, SharePoint is desirable but not essential
Experience working in relevant environment/s, e.g. Service Operations is desirable but not essential
Experience working in relevant market/context, e.g. Information Technology is desirable but not essential
Role relevant qualifications, e.g. ITIL is desirable but not essential
A desire to find ways to continually improve the service delivered to customers
A flexible and adaptable approach to change and will support others to respond in a similar way
Achieve targets and met expectations whilst supporting and encouraging others to do the same
Accomplished written and verbal communication skills, is confident and assertive.
Ability to understand technical and business processes to a level that allows them to set actions, understand the urgency and drive incidents through to conclusion at the earliest.
Able to work under pressure and to tight deadlines
In addition to the details listed above, the ideal candidate will have a track record of:
Supporting others' performance, enabling them to achieve by providing clear direction, motivation and support
Excellent written and spoken communication skills; an ability to communicate with impact, ensuring complex information is articulated in a meaningful way to wide and varied audiences
Building and utilising effective networks across business areas, developing relationships based on mutual trust and encouraging others to do the same
Planning and managing projects and activities systematically in line with business priorities, using a variety of analysis and problem solving techniques
Stable job in professional team
Interesting path of career in an international organization
Consistent scope of responsibilities
Private health care, employees’ benefits
Possibility of remote working
Commutable office location – Kapelanka street,
Casual dress code,
HRO Digital is an international company providing recruitment support within #Fintech, #Finance and #Banking market in EMEA.
We connect the most innovative organizations with the best people in the market. We conduct systematic market research, which allows our Digital Teams to be a step ahead of the competition.
Job Types: Full-time, Permanent
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