Verita HR Polska is created by professionals with an innovative approach to recruitment and a passion for new technologies (entry number in register: 5694). We provide services in the field of human resource management projects - including recruitment services at all levels of management, employer branding and outsourcing. We are currently looking for a candidate in the following role:

Major Incident Manager

The role holder will adhere to the Group Major Incident Management processes & procedures to efficiently manage and communicate the recovery of IT services. Capture accurate incident lifecycle milestones & drive improvement of recovery times. 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.

Your responsibilities will include:

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

Requirements:

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.
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

We offer:

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
Casual dress code
Cultural exchange