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Incident & Problem Manager

We give our customers the power to assess, predict and  plan so they may achieve their goals and navigate their world with confidence. Our expertise in data, analytics and technologies, means we give answers, we create coherence and clarity from complexity. We can help you buy your first home or car, send your child to college, grow your business or protect your identity.The sheer amount of data and information available today might seem overwhelming. But we are making sense of it in powerful new ways. We are gathering, analysing, combining and processing data to help you take financial control and achieve your goals, or to better understand and meet the needs of your customers.Every day, our data and analytics are helping people and businesses to achieve more; individuals to access the financial services they need; people to protect their identities and lives; and economies and societies to flourish.Our nearly 20,000 people in 44 countries believe the possibilities for you, and our world, are growing. We have been around for more than 125 years, and we are growing. We are investing in the future, through new technologies, talented people and new innovative products – all to help create a better tomorrow.We opened our office in Sofia in 2004 and we are now of strategic global importance for the company. The office currently consists of 1000+ people specialising in product development and delivery, analytics, finance & accounting and customer service as well as number of other niche fields. 

















We are the leading global information services company, providing data and analytical tools to our clients around the world. We help businesses to manage credit risk, prevent fraud, target marketing offers and automate decision making.


Position Title: Incident & Problem Manager









We’re currently looking for an Incident & Problem Manager who is committed, pro-active and self-motivated individual with a strong operations management background, highly organised approach, and experience of delivering results within agreed targets.




Your day-to-day duties will include:




  • Proactive and effective management of the incident and problem lifecycle, ensuring minimal business impact and initiating escalation procedures as appropriate

  • Create action plans for driving incident resolution

  • Understand and appreciate the impact of incidents on SLA targets, allowing prioritisation and direction

  • Uses fact-based analyses to input into root-cause and help articulate the value of proposed solutions

  • Understand and appreciate the business and/or technical impact of outstanding problems

  • Creation of known error records that document root causes and workarounds

  • Regular updates given to key stakeholders on progress/status of incident

  • Ensure all incidents are resolved within agreed timeframes, where this is not possible understanding and documenting reasons

  • Manage action plans, driving problem resolutions in a timely fashion

  • Creation of management reports, in line with agreed targets

  • Use various techniques to facilitate permanent solutions

  • Collaboration

  • Promotes communication among CSDA/Business Divisions/Client team members and encourages dialogue that addresses key issues

  • Work with teams to quickly restore service, yet extracting and recording the necessary detail within logs

  • Makes management aware of items which may adversely impact our business, for example, critical incidents, progress and obstacles, potential and actual escalations.

  • Ensure Line-Manager is informed of high impacting problems, progress, obstacles, potential and actual escalations

  • Work with teams to identify failures, ability to influence and extract critical information to help understand root causes.

  • Reporting of incidents & problem records must be transparent, where errors have been made, record as lessons learnt

  • Undertake management of all Incidents in accordance with EMEA CSDA Incident & Problem Management guidelines

  • On call rotation schedule




In order to be successful in your new role, you need to have:



  • Background in service operations and customer facing roles, with Incident or Problem Management experience

  • Resilient with ability to facilitate cross team activities and drive restoration of service and problem resolution

  • Ability to understand impact on Service Level Agreements

  • Ability drive the identification of workarounds and permanent solutions

  • Exceptional communication and planning skills

  • Management Report writing skills

  • Attention to detail with good data analysis skills, focusing across all incident & problem priorities

  • Fluent English

  • Experience of working across multiple countries and cultures

  • Educated to degree level or similar

  • ITIL v3 Intermediate - Service Operations qualification

  • Experience of working in various operational roles








The health and wellbeing of our people is a top priority.


That’s why if you join us we will provide you with the benefits which fit your needs through all the stages of your life.






За обявата

June 10th, 2022

София

Административни, Офис и Бизнес дейности