Incident Manager
Miejsce pracy: WarszawaWith over 2500 Engineers, Sii is the top IT & engineering services provider in Poland. We work with passion for the best companies!
At the moment we are looking for:
170220-83F5B
- Leading work streams with IT stakeholders in defining and agreeing the principles for incident management process and data standardization
- Collaborating with the stakeholders in developing and prioritizing the book of work for standardization of incident management
- Developing best practices in accordance to ITIL to support the principles for process and data standardization
- Ensuring incident management practices relating to incident management and incident data management across the IT organization are harmonized and followed consistently
- Developing a harmonized reporting framework and dashboard which can be used by the organization to track trend of incidents, identify areas of improvement in the process across the organization
- Developing a data dictionary highlighting the key metrics to be measured and mechanism to measure them from the reporting data warehouse
- Driving requirements of ticket flow in the Incident Management tool (ServiceNow) to support the standardized incident and incident data management process and practices
- Supporting normalization of data in CMDB to support consistent and transparent reporting across the organization
- Seeking opportunities for continuous improvement by interacting with various organizations in IT, evaluating incident management and incident management data processes, identifying weakness and recommending improvement plans; identify and drive data quality improvements and opportunities for automation
- Interact with the vendors to ensure incident management practices are consistently applied in resolving incidents thereby facilitating resolution of issues at Level 1 support
- Minimum 3+ years experience on similar position
- ITIL v3 Foundation qualification
- Experience with ServiceNow tool (or very similar) with strong understanding of service management principles it supports
- Demonstrable experience in ITIL functions & processes – specifically Incident Management
- Prior experience in standardization of incident management practices at process, data, reporting and tool level
- Data Analysis & Data Mining experience
- Capability to identify and evaluate significant risks and identifying appropriate mitigation mechanisms
- Ability to build partnerships and influence senior managers and stakeholders.
- Confident professional and an ability to represent the team in meetings with Business and other IT groups
- Fluent English, capability to work in international and distributed environment
- Strong organization and presentation skills, strong sense of ownership, responsibility.
- Good knowledge of MS Office
- Interesting projects focused on new technologies and realized within different client’s sectors (banking, telco, pharma)
- Possibility to join the Best Place to Work in IT in Poland, awarded with Great Place to Work and Computerworld AudIT prizes
- Flexible employment forms – B2B and permanent contact
- Package of benefits (Multisport card, privet medical insurance, group insurance, English course)
- Unique work atmosphere – Check it yourself! – plenty of integration and family-friendly events, hobby groups: sports, board games, photography, billiards
Interested individuals are encouraged to send their resume to
together with an approval for the processing of personal data listed below:
„I hereby give consent for my personal data included in the submitted documents to be processed by Sii Sp. z o.o., Al. Niepodległości 69, 02-626 Warszawa, also in the future, for the purposes of the recruitment process. I give this consent voluntarily and I declare that I have been informed about my rights me under the Personal Data Protection Act of 29 August 1997 (consolidated text: Journal of Laws 2016, item 922, as amended)”.
Please note that we will contact only selected candidates.
