Incident And Problem Manager

buscojobs España; Cáceres; Presencial; EUR 40.000 - 60.000; Jornada completa

Descripción de la vacante

A leading company in omni-commerce sales is looking for an Incident and Problem Manager to enhance their incident and problem management processes. You will be responsible for resolving IT-related incidents, coordinating with technical teams, and developing process improvements while ensuring effective communication and documentation. Join a supportive team committed to professional growth and success, offering a rewarding environment and opportunities for development.

Servicios

Professional development opportunities

Cozy relaxation zone

A united team

Environment attentive to needs

Formación

• Experience in handling major incidents.
• Strong knowledge of resource planning during crises.
• Good understanding of ServiceNow.

Responsabilidades

• Manage and improve incident and problem management processes.
• Coordinate with technical teams for effective issue resolution.
• Document Major Incident/Problem Reports and compliance with guidelines.

Conocimientos

Crisis Management

Communication

Conflict Management

Resource Planning

ServiceNow

Fluency in English

Educación

ITIL Certification

Descripción del empleo

The Incident and Problem Manager will be responsible for managing and improving the incident and problem management processes related to IT applications and systems in an omni-commerce Sales company, ensuring timely resolution and proactive measures to minimize future disruptions.

What will you do :

• Incident & Problem Resolution
• Serve as the primary escalation point for incidents and problems related to IT applications and systems;
• Collaborate with technical teams to analyze, identify, and resolve technical issues;
• Coordinate with relevant technical teams for fast incident and problem analysis and resolution;
• Support technical teams in developing workarounds, pinpointing root causes, and implementing hardware, software, or process-related solutions;

Documentation & Reporting

• Document and communicate comprehensive Major Incident / Problem Reports, detailing timelines, descriptions, root cause analyses, and technical solutions;
• Generate regular reports highlighting key performance indicators (KPIs) concerning IT applications, systems’ quality and efficiency, and incident management processes;
• Create and maintain documentation related to incident and problem management, including recommendations, work instructions, and training materials;

Process Improvement

• Develop continuous improvement initiatives for incident and problem management processes;
• Ensure consistent implementation and adherence to processes by all relevant parties, providing clear rules, work instructions, and guidelines;
• Lead the development and implementation of a company-specific Problem Management process, establishing effective procedures, crafting tools, and training staff from scratch in the absence of a predefined process.

What we want you to have :

• Previous experience in handling major incidents or crisis management;
• Strong knowledge of resource planning and coordination efforts during crises;
• Excellent communication and conflict management skills;
• Ability to work under pressure and make quick, informed decisions;
• Good understanding of ServiceNow usage and capabilities;
• ITIL certification;
• Experience with Infrastructure Services, software, hardware, networks;
• Experience communicating with customers;
• Fluency in English.

What you will find with us :

• A united team committed to making every project a success;
• A cozy relaxing zone for relaxation and reflection;
• Professional development opportunities through challenging projects, workshops, seminars, trainings, or managerial support;
• An environment attentive to your needs, desires, and ideas;
• A place where your success is properly rewarded.

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