Volné pozice

Incident / Problem Manager

  • Lokace:
  • Ostrava

Unit Operations Management Support is looking for a new colleague to take care of Incident and Problem management.

Role of Incident / Problem Manager:

  • Incident Problem Manager (IPM) is acting as a single point of contact (SPOC) for Incident and Problem management areas.
  • Delivery of Root Cause Analysis after Major Incident resolution to end-customer.
  • Ensures delivery of quality outcomes and results in a timely manner.
  • Acts as an escalation point of contact in case of SLA breach.
  • Coordinates cooperation with all involved stakeholders.
  • Helps driving ticket resolution and provides process expertise.
  • Incorporates a proactive approach towards Incidents and Problem solving to minimize backlog.
  • Delivery of general reports towards Customer Unit– for Incident and Problem areas.
  • Participates on Major Incidents to gather all needed information to support quality Root Cause Analysis. 

You will be responsible for: 

  • proactive incident analysis and problem ticket creation
  • ownership of customer Major Incident Problem tickets
  • good ticket health, task creation, regular updates and SLA delivery
  • driving internal Incident/Problem escalations
  • delivery of MIR document after Major Incident towards customer unit. 

We expect you to have/you are:

  • knowledge of ITIL processes
  • fluent English
  • experience from Incident&Problem and/or Project Management role
  • communicative, proactive
  • an eye for details and self-driven attitude.

We offer:

  • 5 weeks vacation
  • meal vouchers 100 CZK per day, (55 CZK is paid by Tieto)
  • contribution to capital life and pension insurance, after 3 months in Tieto 600 CZK / month, after 36 months 1 000 CZK / month, after 72 months 1 800 CZK / month
  • coffee and tea for free in the kitchens, boxes of fruits free on Mondays and Wednesdays
  • a pleasant working environment with relaxation zones (Xbox, table football, darts, billiards, etc.)
  • free fitness centre in the building
  • cafeteria system of company benefits – you choose how to spend your credits: restaurants, wellness, culture, sports, travelling…
Kontaktní osoba

Martina Honzková

HR specialist, Recruitment

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