Incident Manager (offline)

You have:
— At least 2-years of experience in similar positions Incident Manager or Problem manager
— Or experience in building IT service management processes
— Strong project management experience
— Deep knowledge of ITIL, COBIT, ITSM, ISO
— Excellent communication and presentation skills
— Technical background of DevOps, System administration
— English Upper Intermediate

What we offer:
— Excellent team atmosphere
— opportunity to learn from management and get knowledge from the big international company
— complex and complicated challenges, opportunity to contribute into corporate level transformation
— Possibility to work remotely or in a comfortable office near Kontraktova Square
— Competitive salary and bonuses for your efforts and contribution
— Stability and a social package that includes 28 days of paid vacation, medical insurance
— Compensation for English lessons
— Education and self-education capabilities
— Wellbeing activities: free online workouts, yoga, lectures by a psychologist, free library
— Great corporate events

What to do:
— Ensure the design of the Incident, Event and Problem management processes
— Owns the processes and supporting documentation for the processes from a strategic and tactical perspective
— Process Improvement
— Responsible for the effective implementation of the process "Incident Management" and carries out the respective reporting procedure.
— Investigate and diagnose Incidents to restore a failed IT Service as quickly as possible
— Monitor the workload per L1 team
— Monitor the incidents to ensure that the Service Level Agreement are respected
— Improve stakeholders emergency notification, provide transparent escalation flow and cross-product communication
— Responsible for communicating with the L2 Teams. Directly works with L1 Team to ensure proper recording of incidents
— Monitor the Incidents and manage workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected
— Works in conjunction with Continual Service Improvement (CSI)

About Raiffeisen Bank

We – Aval – Raiffeisen Bank Aval – Raiffeisen Bank Ukraine – are a Ukrainian bank.
We have been creating and developing our country’s banking system #Together_with_Ukraine for 30 years since the first steps of the Independence. We have been and still are one of the largest countries banks, a reliable partner for millions of Ukrainians.

Our core values are the deeply ingrained principles that guide all bank's actions. They serve as its cultural cornerstones. Our way is to combine human centricity principles and innovations in our work. The Bank has always been focused on the values that set a clear benchmark for its actions. The Bank’s attention is centered on over 6000 employees and 2.9 mn customers. We respect every decision, every story and every step of our colleagues and customers. #Raifteam continues integrating the principles of diversity, equality and inclusivity in its daily business.

The bank’s team is committed to work, going through the trials and sharing the pain and the pride for the country with every Ukrainian. We are a reliable business partner in Ukraine’s banking market. It’s important for us to create positive customer experience based on trust and mutual respect.

We are fully responsible for all tech development. We achieve high-speed digital products. We implement modern engineering practices, work on innovations that build high-quality interaction with our customers.

Raif is the best bank in Ukraine according to the reputable media Euromoney and EMEA Finance. The Bank is one of the country’s TOP-20 employers. Raif was also recognized as the best employer in the financial sector according to the international Randstad Employer Brand Research in 2019 and 2020. The Bank became the winner in the «Choice of the jury» special nomination within the HR-brand Awards of Ukraine 2021 for creating a complete ecosystem for convenient work in a hybrid format and listed as one of 50 top employers according to Forbes rating.

We look forward to fostering a lasting relationship with you and our innovation

#Together_with_Ukraine #Разом_з_Україною #Райфзнамикращі

Company website:
https://raiffeisen.ua/

DOU company page:
https://jobs.dou.ua/companies/raiffeisen/