ATOS IT Services & Solutions, Inc. Job Details in Poland

Job DetailsITIL Incident Manager with English

PL - Bydgoszcz, PL - Bydgoszcz, PL - Wroclaw, PL - Warszawa, Poland

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Reference no.

149653

Country

Poland

Region

PL - Bydgoszcz, PL - Wroclaw, PL - Warszawa

City

PL - Bydgoszcz

Position Type

Professional

Job Area

Project Management

Job Type

Full Time

Company

Atos

Company Information

About Atos

Atos is a global leader in digital transformation with approximately 100,000 employees in 72 countries and annual revenue of around € 12 billion. The European number one in Big Data, Cybersecurity, High Performance Computing and Digital Workplace, The Group provides Cloud services, Infrastructure & Data Management, Business & Platform solutions, as well as transactional services through Worldline, the European leader in the payment industry. With its cutting-edge technologies, digital expertise and industry knowledge, Atos supports the digital transformation of its clients across various business sectors: Defense, Financial Services, Health, Manufacturing, Media, Energy & Utilities, Public sector, Retail, Telecommunications and Transportation.

The Group is the Worldwide Information Technology Partner for the Olympic & Paralympic Games and operates under the brands Atos, Atos Consulting, Atos Worldgrid, Bull, Canopy, Unify and Worldline. Atos SE (Societas Europaea) is listed on the CAC40 Paris stock index.

Atos has operated in Poland since 2000. The Group employs circa 5 000 people in its locations in Bydgoszcz, Warsaw, Wroclaw, Gdansk, Lodz, Torun, Krakow and Rzeszow.

Job Description

ITIL Incident Manager is responsible formanaging the ITSM processes in accordance to Atos Service Management Model based on ITIL best practices. He or she should be practitioner in the area, focused on core IT Service Management / ITIL functions including but not limited to areas such as problem management, incident management, change management, configuration management, service level management.

ITIL Incident Manager ensures that standardized methods and procedures (ITIL v3) are used for efficient and prompt handling of all /ncidents in order to minimize the impact of incidents upon service quality and consequently identifies opportunities to improve the day-to-day operations of the organization.

The range of activities and tasks to be undertaken by an ITIL Incident Manager include:

  • Executes the Incident Management process tasks in adherence with global and local requirements

  • Coordinates and manages the Incident Management process activities across the global factory and with external suppliers to agreed global and local SLAs

  • Escalates risks and issues to the Incident Management Regional Process Owner

  • Supports Incident Management reporting (KPIs and customer SLAs)

  • Assists the Incident Management Global and Regional Process Owners in driving Service management best-practice and ITIL process standardization

  • Assists the Incident Management Global and Regional Process Owners in ensuring consistent end-to-end application of the Incident Management process across their account(s)

  • Assists the Incident Management Global and Regional Process Owner in identifying and planning for Incident Management process improvement projects

  • Drives implementation of standard execution of the Incident Management process

  • Assists the Incident Management Global and Regional Process Owners in driving cross-account process standardization

  • Assists the Incident Management Global and Regional Process Owners in standardization to enable offshore targets

  • Is responsible for the complete process adherence and handling of incidents according to SLAs

  • Is responsible for acting as an escalation point to expedite incident resolution

  • Is responsible for handling P1 incidents and escalating to Major Incident Manager when it becomes a Major Incident

Job Requirements

  • Ability to speak English B2+ ( second foreign language: German/ French would be a plus)

  • University degree in IT Discipline or equivalent in years of progressive experience in enterprise level IT environments.

  • Minimum a year of Change/Incident/Problem Mgmt or Project Mgmt experience

  • Working knowledge of Incident/Problem/Change Management frameworks such as ITIL v3, TQM or ISO 9000:2000 (certification not required, but is a plus).

  • Proven communication skills with multiple levels of an organization, including interaction with senior level business partners within the company.

  • Strong influencing and relationship management skills.

  • Excellent ability to manage multiple high priority efforts/ competing priorities and flexibility to adjust to changing requirements, schedules and priorities.

  • Self-driven and resourceful to achieve goals independently as well as work well in groups.

  • High level of IT literacy – MS Office (Word, Excel, PowerPoint).

  • Eagerness to work within 24/7 would be a great advantage.

  • Possibility of 3 days per week WFH or 1 week in the office vs 3 weeks WFH

Additional Information

Please send your resume in English.

The position will be located in our office in BydgoszczWe offer work in international environment, a competitive salary package, relocation bonus (according to the internal procedures), private medical care, life and disability insurance. Interesting trainings and professional development programmes also available.

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