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Praca: Incident Manager

Incident Manager
Nr ref.: 2478893



The incident coordinator follows up and coordinates resolution of major incidents related to Aon products & services, applications and network elements in the different domains concerning technical or functional issues.


The team works based follow the sun model.  



  • acts as a SPOC for all internal and external stakeholders to ensure centralized Incident management and communication
  • restoration of high priority incidents
  • lead and drive restoration calls
  • engage & drive restoration with required vendors
  • identify RCA for incidents & provide remediation plan to functional teams
  • driving the efficiency and effectiveness of the incident management process
  • producing management information, including KPIs and reports
  • monitoring the effectiveness of incident management and making recommendations for improvement
  • developing and maintaining the incident management system
  • driving, developing, managing and maintaining the major incident process and associated procedures
  • reviewing and auditing the incident management process
  • ensuring that all IT teams follow the incident management process for every incident
  • experience with ITIL v3/v4, specifically in the area of Incident, Problem and Change
  • experience in managing and defining best practices based on the ITIL Incident framework
  • exposure to tools like Webex Teams, Sharepoint, ServiceNow etc
  • extensive experience with standard desktop tools, including Microsoft Office.
  • strong written and verbal communication and relationship management skills
  • good analytical skills and be able to correlate the issues
  • maintains a professional demeanour and attitude while being assertive
  • extensive problem solving, organizational and project management skills.
  • ability to handle multiple priorities, professionally manage time while meeting deadlines in a fast paced, high volume environment
  • should be able to drive restoration calls independently
  • self-starter; ability to begin working with minimal coaching
  • ability to work independently as well as part of a team on multiple overlapping issues
We offer:
  • the best medical cover on the market with free dental care
  • generous benefits package for your wellbeing (multisport cards, insurance, vouchers, and many more!)
  • stability of employment and permanent contract after trial period
  • brand new office supporting collaboration, flexibility and activity based working
  • internal career opportunities and individual development plan
  • unique workplace culture - we value openness, honesty and authenticity, so don’t expect formal dress code nor managers hidden behind closed doors
  • lots of social events, charity actions and opportunities to integrate with colleagues

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