Posted:
10/3/2024, 6:35:35 AM
Location(s):
Sofia City Province, Bulgaria ⋅ Sofia, Sofia City Province, Bulgaria
Experience Level(s):
Senior
Field(s):
IT & Security
Job Title:
ITSM – Shift Lead - Incident Management
Post Number:
Business Unit:
Technology - Technical Services Operations
Location:
Bulgaria, Romania, Macedonia
Grade:
50
Reports to:
ITSM - Team Lead - Incident Management
Date:
20.09.2024
Job Purpose
We ae looking for a Shift Lead to manage a team of Incident Analysts, who will be a part of a team managing the full lifecycle of major IT incidents. You will be responsible for the ownership, execution, and continuous improvement of our Incident Management processes and work as part of the wider Service Management (ITSM) function, tasked with delivering value across the lifecycle of IT Services, from creation to management and upkeep.
Reporting to the Team Lead – Incident Management, as part of your day to day activity you will manage a team of Incident Analysts who are the first point of contact for incidents in our production environments. You will be responsible for managing schedules and calculating summarised working hours for your team. You will be expected to run this team through successful incident management practices, drive collaboration in order to restore a failed IT Service as quickly as possible, and champion the incident management lifecycle through processes, procedures and workflows.
You will be incident management practice lead who work towards resolving incidents through collaboration and data analysis, ensuring all incident records are clearly recorded, assessed, classified, prioritized, assigned and actioned appropriately through to completion, combined with proactive communication and stakeholder engagement.
Working directly with both technical and business units in a collaborative fashion, you will have a direct impact to the internal customer experience and will be the public interface for incident management, building strong relationships with stakeholders and constantly seeking customer feedback to ensure adequate service levels. You will champion, provide guidance, support and train IT teams to ensure incidents are managed by following agreed processes and procedures, ensuring a collective focus on reducing both the impact and severity of incidents through triaging, investigation, identification and resolution/mitigation of incidents.
As part of the overall ITSM team, you will work together as a group to ensure incident management best practices are followed, and that as a unit ITSM functions work collaboratively with the goal of continuous improvement to service management.
You will have the opportunity to get involved in a huge breadth of dynamic projects and initiatives whilst also helping to build and grow a brand new ITSM function within the organization. We are looking for experienced and highly skilled candidates who will thrive in an exciting, friendly and vibrant workplace where you can realize your potential and do amazing work. Careers here mean the freedom and support you need to make an impact - pushing boundaries and creating solutions.
Key Responsibilities
Requirements
Website: https://betfairromania.ro/
Headquarter Location: Cluj-napoca, Cluj, Romania
Employee Count: 501-1000
Year Founded: 2007
IPO Status: Private
Industries: Information Services ⋅ Information Technology ⋅ Software