Incident Manager

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Organisation / Department

Our client empowers organizations worldwide to strategically acquire and optimize software investments, embrace cloud and AI technologies, and drive innovation through enhanced efficiency. They are a trusted advisor in strategic software acquisition, continual IT estate optimization, and maximizing returns on investments in cloud, data, and AI.

Job description

• Coordinating the resolution of major incidents, directing the work of expert colleagues
• Logging major incidents and problem tickets, assigning incident sub-tasks, documentation, escalation, closing tickets
• Coordinating communication during major incidents
• Preparing reports (internal and external) and statistics
• Managing the lifecycle of problem tickets, tracking RCAs
• Organizing and moderating major incident meetings
• Regularly reviewing major incident management processes, proposing solutions to improve efficiency
• Collaboration with other departments and support teams
• Building the knowledge base

Requirements

• Secondary or higher education in IT, or equivalent professional experience
• 3+ years of relevant professional experience
• ITIL knowledge
• At least intermediate level of English language skills
• Process-oriented thinking
• Excellent problem-solving and communication skills
• Reliability, independence, accurate and precise work
• Team player attitude
• Normal working hours with on-call duty

Information

Dóra Gosztola

dora.gosztola@randstad.hu