Devire is an international company specializing in recruitment, outsourcing and employer branding services. For more than 30 years, we have represented leading employers on the European market, by carrying out comprehensive recruitment projects, implementing the latest solutions in the area of IT services and by supporting in building the image of the employer of choice.
Our offices are located in Warsaw, Wroclaw, Poznan, Katowice as well as Munich, Frankfurt, Prague and Hradec Kralove.
Our offices are located in Warsaw, Wroclaw, Poznan, Katowice as well as Munich, Frankfurt, Prague and Hradec Kralove.
Incident / Problem Manager
Location: WarsawFor one of our Clients, international Retail company, we are looking for…
Incident / Problem Manager
… to join Incident / Problem Management Team.
Offer:
- Joining an international and dynamically developing organization.
- Working in a team of 15 specialists in international environment.
- Stable brand, challenging work, continuous development and unique work atmosphere.
- Attractive salary, annual bonus and employment based on Contract of Employment.
- A rich package of additional benefits: medical care, sports card / lunch card, language courses etc.
- Opportunity to participate in a global digital transformation project.
- The opportunity to take part in the IT transformation with a significant impact on the shape of this transformation.
- Ensuring that key business solutions are maintained at group level.
- Undertaking activities aimed at minimizing the number of incidents within group solutions.
- Delivering Root Cause Analysis together with Product Teams and planning activities to improve the support of IT solutions supporting business.
- Developing Knowledge Management within organization.
Responsibilities:
- Providing IT services to the level agreed with clients
- Support for Continuous Improvement Manager in the implementation of continuous improvement processes
- Problems, Service Request and Incident Process management handling,
- Supervising the event management process and ensuring its effectiveness
- Establishing processes for assessing changes in service structure from a maintenance perspective
- Implementation and monitoring of standards for incidents, problems and service requests
- Ensure the ability of IT organizations to plan, measure and maintain agreed levels of IT service quality and their continuous improvement
- Streamlining and increasing the quality of the company's customer service
- Coordinate knowledge management practices and the management of the knowledge base repository and document versions.
- Managing suppliers and supervising their work in the area of problem and incident resolution, and the implementation of a service request
- Introduce best practices in the entire process of operating IT services
- Interaction with an internal client to identify changes that are subject to requirements.
- Developing and updating maintenance procedures for resolving problems, incidents and service requests
- Continuous improvement of services as well as their scope and level in relation to the clients' needs
Expectations:
- At least 5 years of experience in a similar position
- Ability to define and implement IT solution maintenance processes
- Skills in practical management of teams maintaining IT systems
- Experience in optimization processes and continuous improvement of support processes and services rendered
- Experience in maintaining systems using external partners
- Work experience in a dynamic business environment
- Orientation to achieving business goals
- Ability to act under time pressure
- Very good command of English
- Good communication skills and teamwork
- Independence in action and focus on achieving goals
- Higher education - technical preferred
- ITIL Certificate – nice to have
