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Incident Manager Job

Job Title: Incident Manager
Job ID: 283499
Location: Hungary-Budapest
Full/Part Time: Full-Time
Regular/Temporary: Regular

Org Marketing Statement

Unisys is a worldwide information technology services and solutions company. We provide consulting, systems integration, outsourcing and infrastructure services, combined with powerful enterprise server technology. We specialize in helping clients use information to create efficient, secure business operations that allow them to achieve their business goals. Our consultants and industry experts work with clients to understand their business challenges and create greater visibility into critical linkages throughout their operations.

Unisys Global Services Hungary (UGSH) opened its Budapest office in January 2007 providing business process outsourcing and technical help desk services to its prestigious clients across Europe.

Day to Day Work

Incident Manager


- Ensure effective and rapid response to Major Incidents (Crisis / P1 / P2).
- He / She needs to manage the incident and ensure that all is being done to get the issue resolved
- Coordination with resolvers to ensure they are working on the issue at hand
- Initiating a bridge for the same so that IM gets proper updates on the work being done to resolve
- Should take proactive steps to make sure that the issue being reported is fully understood before being proceeded.
- IM will update the concerned parties with the progress being made at regular intervals (including resolution)
- Proactively identify and suggest possible solutions
- Update CIS, service portals and client portals wherever applicable
- Timely escalate any issues that are not being attended to on time
- Proactively escalates (before threshold) if incident is not getting resolve within SLA
- Ensures all actions, steps are accurately recorded and the high quality of notifications sent.
- Attending regular calls with Service managers/supervisors to review performance, issues reported and receive updates
- Documenting escalations, following up with concerned people for review and then reporting back to client with findings
- Proactively escalates any non-conformities to the processes and procedures.
- Review and recommend, as appropriate, changes to support processes to ensure continuous improvement of the incident management process
- Review and improve the accuracy and content of the knowledge base/Help file Requirements

- Excellent English language skills, both verbal and in writing
- Proficient skills in any EU languages is an advantage
- Strong communication skills
- At least 2 years of experience in IT Services Industry, managing/facilitating across delivery units or teams is a must (preferable being an SME or above level)

Ability to coordinate and drive conference calls

- ITIL V3 foundation certification is a must
- Highly tenacious, combined with high stress resistance
- Good organizational awareness, of Unisys in general and the Managed Services Centre in particular
- Excellent organizational and time management skills

Closing Statement

If you would like to join us, please register with your English CV on our website: Link megjelenítése or via mail E-mail cím megjelenítése and write the position's name into the subject field.

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