Description
We are seeking a Major Incident Manager to join our team in Warsaw, Poland. As a Major Incident Manager, you will be responsible for managing high-impact, high-severity incidents with a focus on minimizing business disruptions.
Key Responsibilities:
- Develop, edit, and distribute effective internal and external communication in a timely and accurate manner
- Communicate well and work cordially in global teams with teammates from different cultures and time zones
- Adhere to standard procedures and suggest improvements if needed
- Build the knowledge base and understand the various application service flows, products, services and support teams functions
- Manage high-impact, high-severity incidents with a focus on minimizing business disruptions
- Enhance technical skills through participation in ongoing training
- Operations environments require shift work, including weekends and holidays as requested or scheduled
- Proactively work with Global Support groups and/or client or vendors to provide flexible and nimble solutions for client issues and resolve system problems quickly
- Coordinate and facilitate the resolution of major incidents with relevant teams
- Track update and close all assigned requests in the incident management system
- Create Incident reports and ensure all incidents and changes comply with ITIL and operation policies
Qualifications:
- Bachelor's degree, OR 3+ years of relevant work experience
- Associate’s degree in IT, Computer Science or related field, with 2 or more years of experience in IT support, major incident management, service management or a related role, or bachelors degree in IT, Computer Science or related field
- Basic understanding of server administration, Network troubleshooting, Database concepts, and cloud computing
- A keen interest in learning new skills and technology through online resources
- Must be a self-starter and pick up new skills and knowledge
- Familiarity with ITIL framework and best practices
- Stay current with industry trends and best practices in incident management
- Knowledge of card payment services processing is highly preferred
- Ability to prioritize and multitask. Flexibility and adaptability in work approach
- Excellent analytical problem-solving skills and the ability to drive multiple teams to achieve results
- Must exercise a reasonable amount of independent judgment under minimum supervision
- Must be result-oriented and constantly looking for new ways to improve efficiency and productivity
- Excellent communication and customer service skills and dedication to enhancing customer service experience