Incident Manager

Responsibilities:

• Act as the primary incident coordinator, ensuring swift and effective resolution of incidents
• Contribute to the development of an effective and efficient Incident Management process
• Manage communication with various stakeholders, including:
  • Internal teams within the area/train
  • Source systems to ensure data quality fixes
  • Systems consuming data
• Engage with relevant stakeholders, including DevOps, Operations teams, and internal/external partners, to maintain operational stability
• Ensure incidents are correctly prioritized by Product Managers and Product Owners, assessing impact, urgency, and severity
• Maintain accurate and transparent incident and problem reporting
• Drive and coordinate activities for efficient problem resolution through mitigating actions and cross-functional root cause analysis
• Lead incident and problem task forces as required
• Follow up on related problems to ensure permanent fixes, facilitating cross-unit maintenance forums

Requirements:

• Minimum 5 years of a professional experience
• Extensive experience in managing incidents, leading problem-resolution task forces, and IT Operations (either from an IT or Business perspective)
• ITIL Foundation certification with practical experience in ITIL-based processes
• Proven ability to manage stakeholders, coordinate cross-functional teams, and drive task completion
• Demonstrated leadership, analytical skills, adaptability, and ability to respond to changes effectively
• Experience in preparing reports, maintaining comprehensive documentation, and continuously improving processes
• Dependable, proactive, well-structured, and willing to raise concerns when necessary
• Excellent written and verbal communication skills in English

Offer:

• Private medical care
• Co-financing for the sports card
• Constant support of dedicated consultant
• Employee referral program