Incident/Problem Manager

Join us and be the main point of contact in handling incidents for thousands of users!

Warsaw -based opportunity with the possibility to hybrid work!

As an Incident/Problem Manager, you will be working for our client, a leading insurance company, to ensure the smooth operation of their IT infrastructure. You will be responsible for managing and resolving incidents and problems, as well as optimizing the incident/problem management process.

Your main responsibilities: Manage incidents and problems in accordance with ITIL best practices

• Oversee the incident/problem management process and the team members involved in resolving issues
• Analyze incidents to identify root causes and prioritize issues based on urgency and business impact
• Streamline the incident/problem management process to improve efficiency and effectiveness
• Generate incident reports to track performance and identify trends
• Communicate with management regarding critical incidents and their potential impact
• Collaborate with 1st, 2nd, and 3rd-line support teams to coordinate incident resolution
• Work with third-party vendors to resolve issues within the scope of their support services
• Monitor incidents and track their progress to ensure timely resolution
• Coordinate error analysis meetings, identify root causes, and ensure compliance with standards and procedures
• Report data and analysis results to top management
• Maintain and update the problem database
• Provide high-quality service and support to end-users
• Continuously improve the incident/problem management process

You’re ideal for this role if you have:

• At least 3 years of professional experience in incident/problem management
• Experience in ITIL processes and methodologies
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Ability to work under pressure and meet tight deadlines.
• Strong attention to detail
• The ability to work independently and as part of a team
• A proactive and results-oriented approach
• ITIL Foundation certification (nice to have)
• High communication skills in Polish and English (min. B2)

#GETREADY  to meet with us!

We would like to meet you. If you are interested please apply and attach your CV in English or Polish, including a statement that you agree to our processing and storing of your personal data. You can always also apply by sending us an email at recruitment@itds.pl.

Internal number #6246