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

Technologies we use

About the project

Your responsibilities

• 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 queues handled by individual group owners
• Coordinate technical bridge calls between vendors

Our 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 pivots 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

What we offer

• Great Place to Work since 2015 - it’s thanks to feedback from our workers that we get this special title and constantly implement new ideas
• Employment stability - revenue of PLN 2.1BN, no debts, since 2006 on the market
• We share the profit with Workers - over PLN 76M has already been allocated for this aim since 2022
• Attractive benefits package - private healthcare, benefits cafeteria platform, car discounts and more
• Comfortable workplace – class A offices or remote work
• Dozens of fascinating projects for prestigious brands from all over the world – you can change them thanks to Job Changer application
• PLN 1 000 000 per year for your ideas - with this amount, we support the passions and voluntary actions of our workers
• Investment in your growth – meetups, webinars, training platform and technology blog – you choose
• Fantastic atmosphere created by all Sii Power People