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.
Manager – Incident / Problem Management Team
Location: WarsawFor one of our Clients, international Retail company, we are looking for…
Manager – Incident / Problem Management Team
… to join and lead 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 and responsibility to improve the quality of maintaining IT solutions 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 organization.
Responsibilities:
- Supervision over the implementation of tasks by the team to ensure the provision of IT services at a level agreed with internal clients, identify areas for improvement.
- Managing the process and standards of handling incidents, problems, service requests and coordination of the work of Incident Managers and Major Incident Managers (Manager on Duty).
- Supervision over the effective operation of the Problem Management and Event Management process; Coordinate work on knowledge management and management of the knowledge base repository and document versions.
- Defining the processes of introducing changes and best practices in the environment of services offered from the perspective of the maintenance area.
- Managing suppliers and supervising their work in solving problems and incidents as well as the implementation of service request.
- Team development planning.
- Planning development activities aimed at continuous improvement of work and the use of modern technologies to provide better and more efficient services, including in a CD / CI environment.
- Controlling resources and their use to achieve qualitative and quantitative goals.
Expectations:
- Higher education - technical preferred.
- At least 3-5 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.
Nice to have:
- Experience in the retail industry;
- Analytical skills;
- Ability to propose unconventional solutions and convince to a different point of view;
- Experience in working in an international environment;
- ITIL certificate;
- Experience in working with the agile environment;
