Incident and Problem Manager 2 Locations
Xperi
- Warszawa, mazowieckie Wrocław, dolnośląskie
- Stała
- Pełny etat
- Actively manage the processes of Incident and Problem Management across the range of products and services, such that services operate with minimal disruption to the customers and failures are recovered in the shortest possible timeframes.
- Manage Incidents to resolution in distributed environment with involvement of multiple Engineering and Operations Teams in different time zones.
- Identify, resolve and proactively prevent Problems and Incidents.
- Drive RCA to identify root cause and define corrective/preventative action plans (covering people, process and technology elements).
- Track and analyze ticket trends and support statistics to verify against KPIs.
- Actively lead/host Problem Management meetings and MIRs (Major Incident Reviews) with internal and external stakeholders and Senior Leadership Teams to progress and update on Problems.
- Develop and maintain good relationships with internal and external customers by ensuring highest level of service.
- Be available to provide occasional support during remote on-call shifts.
- Strong IT Problem Management experience.
- Experience working within a 24/7 IT operational environment
- Experience working with a variety of stakeholders, most importantly, with Senior/Exec and Director level to influence, challenge and empower for change
- Proven experience delivering continuous service improvements for the business and working towards SLAs (service level agreements) and deadlines
- Previous Enterprise IT experience with knowledge of a broad suite of IT technologies and environments with ability to perform, analyze and present trends/data
- Proactive Problem-solving mindset with ability to quickly identify, understand and provide solutions to complex incidents
- Fluent written and spoken English
- Proficiency in working with ServiceNow, Jira and Confluence
- Competitive compensation (salary, equity and bonuses) and comprehensive benefits designed to foster work-life balance, care for your health, protect your finances and help you save and invest for the future.
- Generous paid time away from work, including flexible time off, holidays and sick time, health and wellness initiatives, and a charitable match program to help you give back to your community.
- Great perks, which vary by location and can be site-specific: employee discounts, transportation reimbursements, subsidized cafes and fitness facilities.
- A flexible, hybrid work environment combining the best of in-office collaboration and community-building along with the benefits of working from home.