Junior Incident/ Change Manager

Bratislava, Slovakia

- 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.

• 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 . .