Volné pozice

MAJOR INCIDENT AND ESCALATION MANAGER

  • Lokace:
  • Ostrava

MI&EM is a part of the team addressing Major Incidents and Escalations in order to restore customers´ IT services in the shortest time using all available resources.

MI&EM leads, coordinates and documents service restoration activities by inviting and facilitating technical meetings. MI&EM communicates with a Technical Coordinator and stakeholders to ensure the progress of the investigation, solving and informing actions. Together with the technical team, MI&EM develops and implements a strategy to restore services as quickly as possible. MI&EM conducts a review of each major incident once service is restored, analyses the incident, and takes action to prevent a similar incident in the future. Furthermore, MI&EM contributes to corrective action and continuous improvement in the overall quality of services provided to Tieto customers.

Core Responsibilities:

  • MI&E process workflow ownership and accountability;
  • 24/7 monitoring of the existing incidents to ensure proactive identification;
  • Validation of identified/proposed incident accordingly to Major Incident criteria and either approving or rejecting MI status;
  • Justification of MI status rejection and explanation of what other ITIL processes can help with resolution;
  • Identifying type (Global or Customer) of the Major Incident and reflecting it in ITSM tool;
  • Communicating relevant/required updates to the stakeholders;
  • Initiation of technical track call with the Technical Coordinator and all required technicians
  • Problem investigation/creation;
  • Resolution coordination:
  • coordination of Technical Track/s
  • coordination of Emergency Change
  • Providing regular updates towards customer and stakeholders;
  • Collecting all internal inputs from involved parties, necessary for the Root Cause Analysis (RCA) and composing Major Incident Report;
  • Capturing the data found during the Major Incident Management Process to drive continuous improvements to the Incident Management practices used throughout the organization;
  • Verifying and defining the impact of Major Security Incidents;
  • Driving resolution of Major Security Incident;

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 1 200 CZK / month, after 72 months 1 800 CZK / month
  • participation in English course, technical internal /external training, soft skills training
  • 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
snimek-obrazovky-2017-09-11-v-13-04-02

Martina Honzková

HR specialist, Recruitment

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