Incident Manager

  • Full Time
  • warsaw

Website Collabera

Job Description

Job Title: Incident Manager

Location: Krakow, Poland

Type: Normal Contract / B2B is also possible


  • Knowledge of Incident Management
  • Minimum 3 years of related experience in IT customer Support
  • Very good knowledge of English
  • ITIL certification
  • software/hardware/network on-call, email, video conferencing and customer support experience

Each Incident Manager, brings in the following capabilities:

  • Uses standard tools to receive alerts and monitor status of new service requests (cases) pushing through to resolution
  • Provides frequent external and internal status updates of the incident, communicates directly with the customer
  • Interacts with customers and internal teams in a coordinated fashion to ensure issue resolution
  • Ensures follow-up and closure of high priority issues with large strategic customers by SLA compliance
  • Supports delivery of technical services to major accounts
  • Maintains a good relationship with the customer during the course of the analysis through the effective use of email, telephone, video conferencing and other collaboration methods
  • Drives the efficiency and effectiveness of the incident management process in After Hours Operations Team
  • Drives, develops and maintains the major incident process and associated procedures.
  • Takes ownership and accountability to drive the cases to resolution.
  • Shift work – 24/7 – 12-hour shifts during the week, 8-hour-shifts during the weekends.
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