IT Service Manager

2 weeks ago

Bucharest, Bucureşti, Romania Connect44 Full time 40,000 - 80,000 per year

Extensive practice in troubleshooting faults on IT;

Experience in managing Incidents, Changes and Problems in a large, complex enterprise environment;

Experience of interacting with senior level managers;

Ability to coordinate a large group of technical contributors during high severity incidents and retain control of fast-paced conference calls;

Excellent End to End understanding of ITIL Service Management best practice;

Solid understanding of security and GDPR rules and standards. Manage IT outages, drive and coordinate incident resolution ensuring timely recovery of the impacted services; (IT

Incident Management)

Lead management escalation and notification to all senior executives of involved companies, according to escalation

rules;

Coordinate technical taskforce to achieve fast incident resolution;

Assist in ensuring that all incident resolution and escalation processes and procedures are adhered to, in compliance with corporate guidelines and service agreement between Partners and Sunrise;

Trigger and support root cause analysis for IT incidents (IT Problem Management);

Suggest measures to minimize outage impact;

Lead and participate to the IT CAB (IT Change Management);

Enforce adherence to the current Change Management process;

Analyze change schedule, with focus on conflict prevention;

Coordinate end to end change approval process;

Communicate and enforce Change Freezes;

Provide ad-hoc trend analysis and reports;

Ensure that incidents records are fully documented both during and after the incident;

Call and chair technical conference/meeting with internal support teams and 3rd parties to achieve Incident resolution;

Regularly update all stakeholders on incident resolution progress;

Perform Manager on Call duties;

Trigger crisis management process, when needed;

Drive problem management analysis to resolution, analyze incident's root cause and prepare post resolution reports;

Detect events that may lead to issues and suggest initiatives to prevent them from happening;

Ensure assurance reports are prepared, updated and delivered to the relevant departments, within requested timelines;

Validate all changes and ensure Change management processes is followed and prevent conflicts.

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