Position: Incident Manager
Company: Raiffeisen Bank
Experience required: 3y
English level: upper

You have:
— At least 2-years of experience in similar positions Incident Manager or Problem manager 
— Or experience in building IT service management processes
— Strong project management experience 
— Deep knowledge of ITIL, COBIT, ITSM, ISO 
— Excellent communication and presentation skills
— Technical background of DevOps, System administration
— English Upper Intermediate

What we offer:
— Excellent team atmosphere
— opportunity to learn from management and get knowledge from the big international company
— complex and complicated challenges, opportunity to contribute into corporate level transformation
— Possibility to work remotely or in a comfortable office near Kontraktova Square
— Competitive salary and bonuses for your efforts and contribution
— Stability and a social package that includes 28 days of paid vacation, medical insurance
— Compensation for English lessons
— Education and self-education capabilities
— Wellbeing activities: free online workouts, yoga, lectures by a psychologist, free library
— Great corporate events

What to do:
— Ensure the design of the Incident, Event and Problem management processes 
— Owns the processes and supporting documentation for the processes from a strategic and tactical perspective
— Process Improvement
— Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure.
— Investigate and diagnose Incidents to restore a failed IT Service as quickly as possible
— Monitor the workload per L1 team
— Monitor the incidents to ensure that the Service Level Agreement are respected
— Improve stakeholders emergency notification, provide transparent escalation flow and cross-product communication 
— Responsible for communicating with the L2 Teams. Directly works with L1 Team to ensure proper recording of incidents
— Monitor the Incidents and manage workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected
— Works in conjunction with Continual Service Improvement (CSI)