Incident/Problem Manager

Join us and be the main point of contact in handling incidents for thousands of users!

Warsaw -based opportunity with the possibility to hybrid work! (1 day per week at the office)

As an Incident/Problem Manager, you will be working for our client, a leading insurance company, to ensure the smooth operation of their IT infrastructure. You will be responsible for managing and resolving incidents and problems, as well as optimizing the incident/problem management process.

Your main responsibilities:

• Manage incidents and problems in accordance with ITIL best practices
• Oversee the incident/problem management process and the team members involved in resolving issues
• Analyze incidents to identify root causes and prioritize issues based on urgency and business impact
• Streamline the incident/problem management process to improve efficiency and effectiveness
• Generate incident reports to track performance and identify trends
• Communicate with management regarding critical incidents and their potential impact
• Collaborate with 1st, 2nd, and 3rd-line support teams to coordinate incident resolution
• Work with third-party vendors to resolve issues within the scope of their support services
• Monitor incidents and track their progress to ensure timely resolution
• Coordinate error analysis meetings, identify root causes, and ensure compliance with standards and procedures
• Report data and analysis results to top management
• Maintain and update the problem database
• Provide high-quality service and support to end-users
• Continuously improve the incident/problem management process

You're ideal for this role if you have:

• At least 3 years of professional experience in incident/problem management
• Experience in ITIL processes and methodologies
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Ability to work under pressure and meet tight deadlines. 
• Strong attention to detail
• The ability to work independently and as part of a team
• A proactive and results-oriented approach
• Experience in finance area for plus
• ITIL Foundation certification (nice to have)
• High communication skills in Polish and English (min. B2)

We offer you:

ITDS Business Consultants is involved in many various, innovative and professional IT projects for international companies in the financial industry in Europe. We offer an environment for professional, ambitious, and driven people. The offer includes:

• Stable and long-term cooperation with very good conditions
• Enhance your skills and develop your expertise in the financial industry
• Work on the most strategic projects available in the market
• Define your career roadmap and develop yourself in the best and fastest possible way by delivering strategic projects for different clients of ITDS over several years
• Participate in Social Events, training, and work in an international environment
• Access to attractive Medical Package
• Access to Multisport Program
• Access to Pluralsight
• Flexible hours & remote work