Incident Manager

Are you GAME to JUMP INTO MAGENTA and be our new Incident Manager?

Job responsibilities
  • Managing technical assistance to staff
  • Providing specialized investigation and diagnosis of all Incidents
  • Creating reports for senior management on Critical Major Incidents
  • Investigating and diagnosing Incidents to restore a failed IT Service as quickly as possible
  • Document troubleshooting steps and service restoration details
  • Providing specialized investigation and diagnosing of all Incidents
  • Determine if an incident needs to be escalated according to the priority and severity of the issue
  • Implementing Knowledge with repeatable procedures with a goal of reducing the number of Incidents
  • Training newly hired escalation agents
  • Testing of the newly launched skins
  • Analysis of bugs, complicated issues, meeting with several teams, and trying to find a core resolution
  • Preparation and complementation of knowledge base, work out of the documentation that will be uploaded in WiKi
  • Escalating unresolved incidents to external support, e.g. Software and Hardware Vendors
  • Ensure that assigned incidents are managed robustly & effectively and that any partner/business impact is identified and minimized
  • Create Knowledge with repeatable procedures with a goal of reducing the number of Incidents
  • Act as coach/mentor for other incident commanders
  • Ensure all incident team members are aligned to the outcomes required and operate within the agreed best practice operating procedures for the incident
  • Ability to work on day-offs if needed Identifies/develops solutions to maximize operational effectiveness and efficiency
  • Planning and coordinating all the activities required to perform, monitor, and report on the process.
Required qualifications
  • Working experience as IT and operation specialist is mandatory
  • MS Office literacy
  • Spoken and written fluency in English and Russian languages
  • Strong self-organizational skills
  • Communication skills, flexibility, ability to work in a team
  • Incident Management process knowledge
  • Knowledge of Jira ticketing system, Slack, MS office, mailing system
  • Transferring the issues (providing profound information) via Slack and creating linked issues via Jira
  • Ability to prioritize the tickets/multitasking
  • Following up with customers to ensure full resolution of issues
  • Do you like to learn hard, work hard and play hard?
  • Is magenta your favorite color?

    If you answered “Yes” to at least two of these questions then we might be a great fit for you.

Required candidate level: Mid level 
Job Type: Full Time
Deadline: 22.12.21

Additional information

Interested candidates are encouraged to submit a CV to [email protected] email address with a note of  "Incident Manager" in the subject line.

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