Medeanalytics Inc.

Вакансія від 23 січня 2020

Incident, Problem Manager

Medeanalytics Inc.
IT; 50–250 співробітників

Харків, Московський проспект, 142.
6,6 км від центру · На мапі

Повна зайнятість. Досвід роботи від 2 років.

Опис вакансії


  • Drive the efficiency and effectiveness of the Incident Management process.
  • Develop and maintain the Incident Management process, including periodically reviewing and auditing the process.
  • Ensure that all teams follow the Incident Management process for every Incident.
  • Determine if an incident needs to be escalated according to the severity of the issue.
  • Communicate Incident notifications and updates to the organization and client.
  • Document troubleshooting steps and service restoration details.
  • Responsible for assigning Incidents within the organization.
  • Ensure that Incidents assigned to Engineering teams are resolved and that service is restored.
  • Keep leadership informed about high severity Incidents at agreed intervals.
  • Verify resolution with engineering and account teams to resolve Incidents.
  • Escalate Incidents at risk of breaching the Operational Level Agreement to the Incident Management Leadership.
  • Link Incidents with other supporting tickets (i.e. Incidents, Changes, RCAs, Problems, Knowledge Base Articles, Known Errors, etc.).
  • Create and submit knowledge articles.
  • Monitor the Incidents and manage workload in their respective queues to ensure that Operational Level Agreements are followed.
  • Participate in Incident reviews following major incidents.
  • Attend and facilitate bi-weekly Incident Management Review meeting

May also include:

  • Perform trending analysis to identify opportunities for improvement.
  • Coordinating actions of others to assist with root cause analysis and long term corrective actions for problems and known errors.
  • Coordinating all efforts of Problem Management to ensure timely resolution of problems.
  • Develop and maintain the Problem Management process, including periodically reviewing and auditing the process.
  • Assist in facilitating the Change Management process.
  • Point of contact for all Major Incidents.

Required skills

  • Exceptional written and verbal communication skills.
  • Effective meeting management skills capable of facilitating a meeting.
  • Solid understanding of the ITIL framework.

As a plus

  • Service Management experience.
  • Experienced in Jira Service Desk.
  • Experienced with StatusPage.
  • Experienced with PagerDuty.
  • ITIL Foundation Certified.
  • Degree in Computer Science or similar.

We offer

Friendly team and enjoyable working environment.

Opportunity for self-realization. Career and professional growth.

Competitive compensation based on your qualifications, experience, and skills

Paid sick leave and vacations

English classes with a certified English teacher.

Office in a comfortable business center, located near a subway station.

Official journeys abroad with expenses reimbursement.

Flexible working hours

Company-owned gym and shower

Convenient parking near the office building

Room for bicycle parking

Corporate events and meetings

Large recreation area

Not an open space office

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