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IT Incident Manager with German

Hays Poland

Kraków, małopolskie

Hays Poland

IT Incident Manager with German

Kraków
IT Incident Manager with German
Kraków
NR REF.: 1147895

To realise our ambitious goals, we need reinforcement. We are looking for a qualified IT Incident Manager for our Systems and Datacenter division in the Infrastructure Management team to start as soon as possible.


Your Tasks and Responsibilities:

As a IT Incident Manager you are mainly responsible for the IT Incident Management process and also for the following:

  • Performing the process roles of "Incident Manager" and "Change Manager" in tandem and in mutual representation with another colleague;
  • Responsibility for the core tasks IT Service Desk: Ticket management, escalation management, KPI and SLA management, performance reporting, stakeholder management;
  • Optimisation and further development of incident management processes;
  • Developing and monitoring KPIs to measure the quality, effectiveness and productivity of the IT Service Desk, creating the resulting action plans for continuous improvement;
  • Contributing to the improvement of customer support through active feedback on requests and handling of complaints;
  • Conducting follow-up meetings with internal and external customers to identify areas for improvement;
  • Contribute to the System and DataCenter team and related issues;
  • You will ensure the timely flow of information to management, customers in case of critical incidents or impending OLA/SLA violations;
  • You will ensure that the completeness and quality of all necessary data is guaranteed when closing each incident;
  • You have the overall responsibility for the completeness and quality of all necessary incident data over the entire life cycle of an incident;
  • You are responsible for monitoring all incidents;
  • To proactively prevent incidents, you will identify and forward problem candidates to problem management or external partners.

What you offer:

As successful candidate, you will bring the following:

  • IT studies or comparable training;
  • You have several years of professional experience in the IT environment, es-pecially in the ITIL process environment;
  • You have experience in the incident management process in particular;
  • You have very good knowledge of Microsoft System Center Service Manager (or similar systems);
  • You have very good insights into the IT infrastructure for the assessment of IT incidents;
  • Reliability and flexibility are a matter of course for you;
  • Organisational skills and the ability to work in a team;
  • You are communicative and can express yourself in German as well as English.

What we offer:

Employees at our company are encouraged to work independently, show commitment and be supportive. In return, our company acknowledges performance, supports creativity and team spirit and promotes further training. As a company with a successful name and considerable growth potential, we have much to offer: a performance-related salary, flexible working hours and a modern workplace in a conveniently situated location. Your personal development opportunities are directly influenced by your commitment and your success.
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Hays Poland

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