Service Management Specialist - Incident & Problem Management (4) in Bucuresti

Faites un pas en avant et laissez-vous surprendre par Edenred.Chaque jour, nous fournissons des solutions innovantes pour améliorer la vie de millions de personnes, en connectant les employés, les entreprises et les commerçants dans le monde entier. Nous savons qu'il y a des centaines de façons pour vous d'évoluer. Avec nous, vous développerez vos compétences dans un environnement multiculturel, stimulant et dynamique. Osez rejoindre Edenred et préparez-vous à vous épanouir dans une entreprise internationale qui vous offrira des opportunités infinies.La méritocratie fait partie de notre ADN.Chez Edenred, nous reconnaissons, recrutons et développons tous les talents.Venez comme vous êtes, dans le respect de votre singularité et contribuer à l'aventure Edenred avec nous.Nous nous engageons à prévenir toute forme de discrimination et à proposer à tous nos candidats des opportunités égales indépendamment de leur genre et expression de genre, handicap, origine, croyance religieuse et orientation sexuelle ou tout autre critère.The Edenred Digital Center (EDC) in Bucharest, Romania is Edenred Group's largest Digital hub for strategic tech projects.Context/ ROLEAs part of the company’s digital transformation, Edenred has launched a major program to support this and add value to the organization.Position SCOPE & Key Responsibilities»Build, manage and own the problem management process in accordance to the corporate needs.»Identify and classify problems and their root causes and provide timely resolution to prevent recurring Incidents in accordance with the Problem Management plan.»Provide recommendations for improvement to services with the purpose of increased availability, improved service levels, reduce costs and improved convenience and satisfaction by reducing the number of operational problems»Define and implement criteria and procedures to report problems identified, including problem classification categorization and prioritization»Investigate and diagnose problems using relevant subject matter experts to assess and analyze root causes»Perform proactive problem management, collect and analyze operational data (especially incident and change records) to identify emerging trends that may indicate problems.»Participate in and assist with the facilitation of ad-hoc and recurring meetings pertaining to problem management and process related gaps.»Revise and maintain a problem management plan, policies and procedures that reflect industry best practices »Develop, measure and analyze the Critical Success Factors and Key Performance Indicators and generate metrics reports.»Develop various procedures for effective implementation of all processing activities.»Coordinate with internal management and provide consultation to all process services.»Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process»Remediate deviation of a process for its particular division/department»Responsible for communicating with the Incident Process Owner»Point of contact for all Major Incidents»Responsible for the effective implementation of the process "Incident Management" and carrying out the respective reporting procedure.»Represent the first stage of escalation for Incidents»Monitor the incidents to ensure that the Service Level Agreement is respected»Identify, initiate, schedule and conduct incident reviews.»Ensure the closure of all resolved and end-user-confirmed Incident records.»Provide guidance to the Incident Process Coordinators»Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable.Required skills & profileExperience»+ 7 years of experience IT Operational experience»+ 5 Years if experience in Incident Management»ITIL V3 Foundation CertifiedKnowledge and Skills»Strong know-how in ITIL processes»Experience with different ticketing tools such as Service Now and Jira»Experience in working and interacting with multiple cultures»Strong skills in documentation and capability to articulate issues and tasks for non-IT staff»Strong in communication and organization, be able to prioritize task and re-prioritize constantly»Fluent spoken and written EnglishVIBE WITH USJoining us means:Taking part in an ambitious corporate projectBecoming part of a team that embraced the digitalization challenge and enjoys this transformation every dayLiving our values every day: passions for customers, respect, imagination, simplicity, entrepreneurial spirit.Because:You will greatly contribute to build the project that will improve the customers’ experience on an international levelYou will get exposure to various global cultures and teamsYou will be working with the newest technologies to build a new platformsWe offer you a very pleasant working environment, in the heart of BucharestWe also have for you: meal tickets, holiday vouchers, health subscription, flexible hours, work from home, flexible benefits system, on-the-job training & e-learning platforms. And we do not stop here!Apply now and Vibe with Us!