Position: Incident Manager/Support manager
Company: Lviv IT!
Category: Support
Experience required: 1y
English level: intermediate

Primary Responsibilities:
* Owning all incidents throughout the lifecycle
* Classification and prioritization of reported Incidents 
* Ensure that Incidents are handled in time and SLAs are respected
* Ensure that the Incident handling Engineers are informed and aware of the incident
* Ensure that all stakeholders are updated about the actual state on a regular base
* Ensuring that incident management process follows the defined standards and procedures
* Ability to work from the office according to the schedule

Secondary Responsibilities: 
* Aftercare of closed incidents
* Ensure that all reporting relevant information for the aftercare is delivered in time from the incident department
* Support the NOC team with Incident handling
* Regular checks if the Incident handling Documentation is up to date and complete
* Support the NOC team to set the right category on monitoring alerts based on the Incident prioritization matrix. 
 

Technical Requirements & Experience:
* General understanding of cloud / hosting technologies and interest in technology landscape
* General understanding of Linux and Windows operating systems
* Very good understanding of Incident Management, Problem Management and Change Management processes.
* Experience working with monitoring tools, technologies and methodologies
* Understanding of network topology
* Understanding of with database technologies (MySQL, MSSQL)

Good English is necessary!!!