Low severity Incident Manager / Coordinator (f/m/x)

We are looking for IT Low Severity Incidents Coordinator who will be responsible for helping business users get the expected help from external vendors. We base our work on main entry criteria such as ageing incidents, ownerless incidents, and escalations.

Your tasks

• Ensures performance by monitoring the execution of the operational service processes

• Coordinates the resolution of low-severity incidents and communicates with all involved stakeholders about the status within Tower Control and Support

• Initiates trend analyses of incidents and ensures detection and validation of problem suggestions

• Ensures problems are assigned to the correct resolver group

• Be a member of improvement meetings with leading vendors

• Prepare and share reports and set plans to improve the situation in the queues handled by individual group owners

• Coordinate technical bridge calls between vendors

Requirements

• At least a year of experience in Service coordination or Incident Management

• Knowledge of ServiceNow, at least to a usable degree. Knowledge of reporting modules is welcome.

• Intermediate knowledge of Excel. Mainly data editing and pivot tables

• Knowledge of ITIL, especially incident, request, problem, change, knowledge management to work freely with other teams

• Professional nomenclature appropriate to ITIL issues and inter-corporate collaboration

• Experience in vendor management - Require vendors to follow incident policies and contracted SLAs

• Result-oriented team player and good motivator with business sense and understanding of commercial urgency

• Fluent in English (written & spoken)

• ITIL Foundation or greater certification would be preferred

• Residing in Poland required