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Junior Incident/ Change Manager
Information about the position
Place of work
Bratislava, Slovakia
Job description, responsibilities and duties
- Ensures incidents reach resolution through the standard incident process
- Follow up with the engineers who own the incidents/tasks and service calls which are nearing the SLA/SLO threshold.
- Monitors the incidents, changes, tasks and service calls, to ensure they regularly updated, as per the SLA.
- Create and publish regular reports for Incidents and Changes
- Guarantees all incidents/tasks have an owner.
- Ensure close collaboration, coordination and synchronization with Operational Team Leads, and that processes and linkages between Technology teams are strong and adhered to during incidents.
- Review documentation for new or changed procedures specific to Incident Management process. Be proactive in communicating the process improvements to the teams.
- Monitor the case management queue(s) to ensure active work is done on a timely manner ensuring the evolution of the incident from creation to closure follows all pre-requisite steps with valid and regular communication.
- Ensure complete and accurate status information within tracked Incident Tickets.
- Escalate to the Operational Manager, for assistance if unable or unlikely to bring an incident to its closure in the required time due to process breakdown
- Periodic review of Incident & Change Management Procedures and look for improvement in Incident, Change and Problem Management.
- Manage any immediate, delivery irregularities or issues and inform the OCC and Key Account Manager, wherever appropriate, to provide a proposal(s) for rectification or adaptation
- Provides cross team communication when multiple teams are involved in the resolution of the ticket.
- Follow up with the engineers who own the incidents/tasks and service calls which are nearing the SLA/SLO threshold.
- Monitors the incidents, changes, tasks and service calls, to ensure they regularly updated, as per the SLA.
- Create and publish regular reports for Incidents and Changes
- Guarantees all incidents/tasks have an owner.
- Ensure close collaboration, coordination and synchronization with Operational Team Leads, and that processes and linkages between Technology teams are strong and adhered to during incidents.
- Review documentation for new or changed procedures specific to Incident Management process. Be proactive in communicating the process improvements to the teams.
- Monitor the case management queue(s) to ensure active work is done on a timely manner ensuring the evolution of the incident from creation to closure follows all pre-requisite steps with valid and regular communication.
- Ensure complete and accurate status information within tracked Incident Tickets.
- Escalate to the Operational Manager, for assistance if unable or unlikely to bring an incident to its closure in the required time due to process breakdown
- Periodic review of Incident & Change Management Procedures and look for improvement in Incident, Change and Problem Management.
- Manage any immediate, delivery irregularities or issues and inform the OCC and Key Account Manager, wherever appropriate, to provide a proposal(s) for rectification or adaptation
- Provides cross team communication when multiple teams are involved in the resolution of the ticket.
Wage (gross)
1 200 EUR/monthOur final offer will depend on the seniority and experise of the candidate.
Employee perks, benefits
• Contribution to pension plan
• Health care - Private medical center
• Life and Accident Insurance
• 25 full paid sick leave days per year ( 5 sick days)
• Meal vouchers – fully covered by the company
• Multisport card
• Long term career development
• Hard & Soft skills trainings
and others . .
• Health care - Private medical center
• Life and Accident Insurance
• 25 full paid sick leave days per year ( 5 sick days)
• Meal vouchers – fully covered by the company
• Multisport card
• Long term career development
• Hard & Soft skills trainings
and others . .
Requirements for the employee
Candidates with education suit the position
Secondary with school-leaving examination
University education (Bachelor's degree)
University education (Bachelor's degree)
Language skills
English - Upper intermediate (B2) and Slovak - Upper intermediate (B2)
Other knowledge
ITIL framework - Basic
Change management - Basic
Incident Management - Basic
Change management - Basic
Incident Management - Basic
The position is suitable for a fresh graduate
Yes
Personality requirements and skills
- English intermediate level
- Ability to work in a fast pace environment and be able to make real time / accurate decisions
- Ability to interact professionally with employees at all levels of the organization
- results oriented, persevering, able to complete task on time under pressure
- Ability to work on assigned tasks independently
- previous experience with incident and change management is advantage
- Ability to work in a fast pace environment and be able to make real time / accurate decisions
- Ability to interact professionally with employees at all levels of the organization
- results oriented, persevering, able to complete task on time under pressure
- Ability to work on assigned tasks independently
- previous experience with incident and change management is advantage
Advertiser
Brief description of the company
Nexi is European leader in the design, creation and management of technology infrastructures and services for Financial Institutions, Central Banks, Corporates and the Public Sector, in the areas of payments, cards, network services and capital markets. Nexi Group provides its services in over 25 countries, and also operates through its subsidiaries in Austria, Croatia, Czech Republic, Germany, Greece, Romania, Serbia, Slovakia, Hungary.
Number of employees
250-499 employees
Contact
ID: 3894688
Termin der Veröffentlichung: 12.5.2020
2020-05-12
Lokalität: Bratislava Arbeitsstelle: IT/Technical Support Specialist, Service Technician Gesellschaft: Nexi Central Europe, a.s.
Untergrenze des Gehalts (brutto): 1 200 EUR/month