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

Job DetailsITIL Incident Manager

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

  • Leader in digital services with 100,000 employees in 72 countries

  • Provider of IT infrastructure management services, systems integration, outsourcing and IT consulting

  • Official global IT partner of the Olympic and Paralympic Games

  • Awarded with the Great Place to Work certificate for four times

  • Almost 5000 people employed in 9 cities: Bydgoszcz, Warszawa, Wroclaw, Opole, Krakow, Torun, Gdansk, Rzeszow, Lodz

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 Bydgoszcz

What do we offer:

  • Remote working

  • Private medical care incl. dental care

  • Training and development programs

  • Learning foreign languages

  • Relocation allowance

  • Referral bonus

  • Private life and travel insurance

  • MyBenefit System

  • Commuting contribution

  • Worldwide career opportunities

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