Senior Incident Manager

We have awesome plans for you!

COMPANY INFORMATION

ICT Strypes is a company with extensive experience in software development. With a team of over 700 people, we take ownership of application roadmaps for our clients and structure their overall application landscape.

Founded in 2008 as a small startup, ICT Strypes became part of the Dutch ICT Group in 2014. The ICT Group, with a history of delivering IT solutions since 1978, now has subsidiaries in the Netherlands, Bulgaria, Portugal, Germany, and Sweden.

Our teams consist of talented hard-working professionals who love sharing their knowledge, experience, and joyous moments with their colleagues!

You can join us at our offices in Sofia, Plovdiv, Burgas, and Varna, or choose to work remotely from anywhere in Bulgaria.

JOB DESCRIPTION

Our Client is the world’s leading provider of lithography systems for the semiconductor industry, manufacturing complex machines that are critical to the production of integrated circuits and chips.

Strypes provides Quality and Innovative solutions to our clients in the area of New Initiatives, Application and Product Development, Modernization and Application Management.

Job Description

The Senior Incident Manager is accountable for the end-to-end incident management process, ensuring that disruptions to IT services which are under development are detected, escalated, and resolved within agreed SLA. The senior incident manager monitors the defined performance metrics, analysis the data, and identify improvement opportunities.

The candidate will thrive in a work environment that requires strong problem-solving skills and independent self-direction, coupled with an attitude for team collaboration and open communication, as the successful candidate will need to be very detail-oriented, a good communicator and willing to always achieve results.

Essential Functions:

• Lead major incident response: coordinate technical teams and manage stakeholder communication until resolution;
• Lead problem management in collaboration with support engineers and DEV team, from trend to analysis and root cause investigation to follow-up on corrective actions;
• Analyze existing workflows to identify improvement opportunities;
• Hold overall responsibility for ticket management and ensure appropriate and timely progression through to resolution;
• Coordination and communication within the internal engineering team, development team and client team;
• Facilitate conference calls and manage escalations where necessary;
• Lead incident review sessions, root cause analysis activities, and post-incident improvement initiatives;
• Own E2E communication, ensuring impacted users receive accurate, timely and clear updates throughout the incident;
• Document incident timelines, impact analysis, post-incident reports and lessons learned;
• Track incident management KPIs, SLAs and operational performance metrics.

Essential Skills:

• 5+ years’ experience as High-Priority Incident Manager or relevant position;
• Experience in problem management and root cause analysis (5 Whys, Ishikawa), ideally working alongside technical engineering teams;
• Capable to facilitate cross team activities and drive restoration of service and incident resolution;
• Ability to analyze incident trends;
• Ability to simplify complex information for diverse audiences;
• In-depth knowledge of ITIL Application Support (specifically Service Life Cycle) and experience of implementing these principles in product-specific support;
• Knowledge of Agile methodologies;
• Experience with a Service Management platform, preferably ServiceNow;
• Cross-Functional collaboration;
• Previous experience with JIRA;
• Analytical and Problem-solving skills;
• Excellent documentation skills;
• Excellent organizational skills with attention to the details;
• Excellent communication and presentation skills;
• Proactive, cooperative and positive person.

COMPENSATION BENEFITS:

• Option for working remotely, on-site or hybrid;
• Flexible working hours;
• Friendly work environment;
• Supplementary health insurance;
• Loyalty programs:
  • after each year worked you get additional paid annual leave (1 per year, max. 25 days total);
  • after the third year, you can get a budget for a car or be included in a bonus program;
  • after the fifth year, you will receive a one-time holiday bonus;
• Free parking and carpooling;
• Employee recognition program;
• Technical and personal learning opportunities;
• Quick onboarding process;
• Personal freedom to solve complex problems.

If you think this is the right challenge for you, please send us your CV.

All applications will be treated as strictly confidential, and only short-listed candidates will be contacted.

Thank you for applying!