Incident Manager

As our new Incident Manager, you will play a crucial role in managing and resolving incidents, ensuring minimal disruption to business operations and help us onboarding new customers.

Introduction of our team
We deliver managed execution within our ITIL processes, i.e. incidents, standard service requests, Problem investigations and standard changes as well as ensuring continual process improvement across our services. Our global setup enables us to pro-actively support our customers businesses 24/7 and prevent unnecessary escalations.

Service Management Office is part of our Solution Delivery organization and responsible for everything from infrastructure and applications to complete facilitation and support to our customers’ IT solutions within Aeven.

Key responsibilities
Incident Management: Oversee the entire incident lifecycle, from identification to resolution and closure, ensuring that incidents are managed in a timely and effective manner

Coordination: Act as the central point of contact for incidents, coordinating with cross-functional teams to facilitate swift resolution

Communication: Provide clear and concise communication to stakeholders, and 3rd party vendors, including status updates, impact assessments

Process Improvement: Continuously improve incident management processes, developing and implementing best practices to enhance efficiency and effectiveness

Training: Provide training and guidance on incident management procedures and tools

Reporting: Generate incident metrics and reports, providing insights and recommendations

Analysis: Monitor incident trends and develop strategies to proactively address potential issues together with Problem Manager

Your qualifications and experience

• You have a good understanding of the ITIL framework and you are preferably ITIL certified.
• Advanced Excel knowledge and previous experience with data analysis is a plus.
• Confident in communicating with both colleagues and customers and be fluent in English.
• As a person you are conscience driven, analytic and can make yourself heard and understood. You excel in your ability to push for implementation, while maintaining a good relationship with many stakeholders.
• An analytical mindset and a structured approach combined with a high sense of urgency are crucial skills to be a success in the position.

Employee Benefits

• 6 weeks of paid time off per year
• 5 sick days per year
• Flexible working hours
• Possibility to work from home
• Flexible cafeteria account for leisure (18,000 CZK per year) allowing you to use points for MultiSport, public transport tickets, or contribute to your pension savings
• Meal vouchers in the amount of 200 CZK per workday (Aeven covers 55%)
• Referral bonus (20,000 – 60,000 CZK)
• Free snacks on Mondays and monthly get-togethers
• Free fruits and vegetables every day
• Height-adjustable tables
• Co-working offices in Ostrava and Brno
• Czech language lessons
• Annual flu vaccination for free

Department: Østmarken 3a, Søborg

Lokation: Prague