Incident Manager (вакансія неактивна)

Raif started a transformation journey and we need professionals who are ready to join us on this way.
We are looking for Incident Manager to join our team.

You have:
▪ At least 2-years of experience in similar positions Incident Manager or Problem manager
▪ Or experience in building IT service management processes
▪ Strong project management experience
▪ Deep knowledge of ITIL, COBIT, ITSM, ISO
▪ Excellent communication and presentation skills
▪ Technical background of DevOps, System administration
▪ English Upper Intermediate

What we offer:
▪ Join a large international company that gives possibility for professional and personal growth
▪ Involvement in challenging, large-scale and diverse projects which have impact for the customers
▪ Knowledge sharing with colleagues from abroad (strong IT community including 14 Raiffeisen Group Banks)
▪ Competitive salary
▪ Official employment, 28 days of paid vacation
▪ In-company events and involvement into social projects
▪ Medical Insurance

What to do:
▪ Ensure the design of the Incident, Event and Problem management processes
▪ Owns the processes and supporting documentation for the processes from a strategic and tactical perspective
▪ Process Improvement
▪ Responsible for the effective implementation of the process “Incident Management” and carries out the respective reporting procedure.
▪ Investigate and diagnose Incidents to restore a failed IT Service as quickly as possible
▪ Monitor the workload per L1 team
▪ Monitor the incidents to ensure that the Service Level Agreement are respected
▪ Improve stakeholders emergency notification, provide transparent escalation flow and cross-product communication
▪ Responsible for communicating with the L2 Teams. Directly works with L1 Team to ensure proper recording of incidents
▪ Monitor the Incidents and manage workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected
▪ Works in conjunction with Continual Service Improvement (CSI)