Position: Incident Manager
Company: Lviv IT!
Category: Support
Experience required: no_exp
English level: upper

LvivIT!, an outstaffing company based out of Lviv is looking for an Incident Manager for our new client - CentralNic.

CentralNic’s pioneering omni-platform approach is underpinned by a philosophy of providing every customer type with world-class domain names and associated web services solutions.

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
- Escalate incidents if required to the next level
- Ensuring that incident management process follows the defined standards and procedures
- Writing Incident handling Documentation and making sure it is up to date and complete
- 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
- Start of the Problem Management process if required
- Support the NOC team to set the right category on monitoring alerts based on the Incident prioritization matrix. 


Soft Skill Requirements:

- Good English communication skills, with experience interacting with all levels of management both within Company and Customer organizations
- Strong interpersonal and teamwork skills
- Organized, detail-oriented and able to multi-task.


Technical Requirements & Experience:

- General understanding of domain technology and interest in technology landscape
- Very good understanding of Incident Management, Problem Management and Change Management processes.
- Experience working with monitoring tools, technologies and methodologies.