Place of work:
Košice

Salary offered (gross):
Minimum monthly salary is 1.240,- € brutto + variable part of salary + other financial benefits. The final basic wage component can be adjusted accordingly to individual skills and experience of selected candidate.

Contract type:
full-time

Start date:
ASAP

General description:

• Manages and coordinates managerial activities, technical units needed to solve the Major incident Customer Business Impact (CBI) Critical or high incidents or Priority 1incident or special requests like project escalations, hyper care etc., 24/7.
• Accountable for ensuring the re-establishment of the service by cross departmental coordination of all involved units within client and relevant 3rd parties.
• .

Accountabilities

• Manage and steer of various conference call meetings (Management conference call, in co-operation with MoD Service/MoD De-escalation management) which are conducted to manage the issue resolution
• Clarify customer business impact during the Major incident with all the relevant parties including responsible assignment group of client, Service Delivery Management organization (SDM), Operation manager (OPM), Service chain Operation manager (SC OPM), Customer Manager on duty (MoD) (if applicable), line MoD, incident/issue identifier, relevant 3rd parties. • Define the technical leader (MoD /LIM/ senior LIM) of the technical call.
• Define work streams for technician conference call to trigger the incident resolution, for communication with client management about customer business impact, root cause, resolution steps and work-streams.
• Support function for Problem Management (PRM) after the Major incident during initial PRM activities Rootcause analysis (RCA).Clarification of ticket responsibility – GLIM is responsible for clarification of responsible assignment group in case that the responsibility is not clear between client teams/assignment groups.
• Reporting – Summarization of main facts about the issue itself within the Incident report (hereafter IR), pre-filling of necessary fields in the RCA document, measurement and reports of the ticket quality.
• Proposes process improvements, drives a continuous improvement culture, developing people, improving productivity, quality.
• Leading of virtual teams in a global area – various managers (MoD, LIM, SDM, Top manager) in unique incidents

Requirements

Education

• Degree – Master

Experience

• Process- Organisation – and Quality Management
• Number of years (4)

Soft Skills

• Strong Communication Skills – Advanced – years of experience (3 years)
• Analytical thinking – Advanced – years of experience (3 years)
• Presentation Skills – Advanced – years of experience (3 years)
• Organisational Skills – Advanced – years of experience (3 years)
• Flexibility – Intermediate – years of experience (3 years)
• Stress resistance -Advanced – years of experience (3 years)

Other Skills

• Ability to work autonomously – Advanced
• Ability to work on shifts (24/7)

Languages

• English (B2)
• German – advantage (B1)

Other Criteria or Requirements

• Customer oriented, initiative and enthusiastic
• Results oriented, persevering, able to complete task on time under pressure
• Works on assigned tasks independently
• Intercultural experience (advantageous)
• Detailed knowledge about ITIL especially about Service Operation’s INM, PRM, CHM
• Experience in leading projects and motivation of others
• Detailed knowledge about ITIL v2 or v3 especially about Service Operation’s INM, PRM, CHM
• Detailed knowledge of Quality Management (e.g. Indicators reporting, Management systems, Excellence-Program, Quality-Tools)
• Excellent judgment, tact, and decision-making ability
• Excellent coordination skills: managing complex IT technical investigations
• Excellent ability to work effectively with clients and other Top management personnel
• Excellent ability to organize, present, moderate management teleconferences in a structured manner
• High degree of initiative, responsibility, reliability and proactive action
• Excellent ability to organize, present, moderate management teleconferences in a structured manner
• Very structured and self-reliant way of working
• Very strong analytical skills required, pro-customer orientation on a high level
• Very high degree of initiative, responsibility, reliability and proactive action

Contact:

• astell@astell.sk