Incident Manager with English Timișoara

Incident Manager with English
Timişoara
Timișoara, Timiș County, Romania

Job Description

What we will achieve together:

• Interface and tracking of Mass incident 
• Management of internal and external impact communication 
• Prioritization of problems, investigation and diagnosis 
• Identifying workarounds 
• Proactive and reactive identification 
• Centralization of customer organizational changes and communication to managers 
• Checking the backlogs and communicating with the internal/external teams in order to reduce the impact on users 
• Analysis of the situation for the entire support chain (evaluation of incidents, level of impact, level of urgency, etc. ): cause analysis, corrective measures, information sharing, etc.  
• Daily monitoring of SLA results with a focus on improving resolution rates 
• Monitoring the impact of skills transfers on SLA results 
• Partnering with the Knowledge Manager regarding daily production support on skills transfers 
• Participation in the reduction of resolution times 
• Being proactive when it comes to new reporting needs in order to guarantee and track the improvement of the service 

This is the right job for you if:

• Spoken languages: fluent in English (B2/C1); 
• Leadership skills, proactiveness, ability to innovate and purpose the right solutions; 
• Working experience with Easyvista or Service
  Now tools, Windows 10, Office 365; 
• Excellent soft abilities: people orientation, active listening and interpersonal skills; 
• Ability to work in a dynamic environment and multitask; 
• Availability to work in day shifts.  

What we offer:

• Permanent contract
• Central building offices with an excellent view of the city, top facilities and equipment
• Competitive salary
• Performance bonus
• Expense account for holidays
• Meal tickets and gift vouchers
• Training opportunities
• Regina Maria medical package
• Extra vacation days
• Fruits on the house

What about choosing much more than a job?  #AJob
That
Makes
Sense