Incident And Problem Manager

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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