Major Incident Manager

• Restoring normal service as quickly as possible, minimising adverse impact to the business.
• Recovering Technology systems and services in accordance with business/Technology service level agreements, in conjunction with technical support teams and in line with global incident management processes.
• Building and maintaining effective working relationships with Technology colleagues and business partners
• Facilitating technical investigations by virtual teams to recover services from IT incidents
• Setting actions and monitoring their progress during IT incidents and contributing to the development of a globally consistent and efficient Incident Management process
• Communicating the impact of incidents and the progress toward recovery to a wide network of recipients using standard Incident Management tools
• Ensuring that recovery steps are auditable and compliant

• Relevant product knowledge including knowledge of Microsoft office literate
• Past working experience in a relevant role, i.e. Proven experience working within an IT position
• Availability to work the shift pattern may be required for this role, i.e. Positions covering both a Core Days and a 24x7 shift pattern are available.  The Core Days pattern covers 07:00 - 19:00 (including Bank Holidays).  The 24x7 pattern is covered by 4 shifts.  For full details of the pattern, please contact the hiring manager
• Relevant product knowledge including knowledge of Global Service Desk, SharePoint is desirable but not essential
• Experience working in relevant environment/s,  e.g. Service Operations is desirable but not essential
• Experience working in relevant market/context, e.g. Information Technology is desirable but not essential
• Role relevant qualifications, e.g. ITIL is desirable but not essential
• A desire to find ways to continually improve the service delivered to customers
• A flexible and adaptable approach to change and will support others to respond in a similar way
• Achieve targets and met expectations whilst supporting and encouraging others to do the same
• Accomplished written and verbal communication skills, is confident and assertive.
• Ability to understand technical and business processes to a level that allows them to set actions, understand the urgency and drive incidents through to conclusion at the earliest.
• Able to work under pressure and to tight deadlines

• Supporting others` performance, enabling them to achieve by providing clear direction, motivation and support
• Excellent written and spoken communication skills; an ability to communicate with impact, ensuring complex information is articulated in a meaningful way to wide and varied audiences
• Building and utilising effective networks across business areas, developing relationships based on mutual trust and encouraging others to do the same 
• Planning and managing projects and activities systematically in line with business priorities, using a variety of analysis and problem solving techniques

• Stable job in professional team
• Interesting path of career in an international organization
• Consistent scope of responsibilities
• Private health care, employees’ benefits
• Possibility of remote working
• Commutable office location – Kapelanka street,
• Casual dress code,
• Cultural exchange

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