Incident and Request Management Specialist

Odmeňovanie

2 000 - 2 900 EUR/month

The base salary starts from 2000 EUR/m. (gross). Final salary could be higher - it depends on skills and expertise of candidates.

Informácie o pozícii

We are looking for an experienced Incident and Request Management Specialist to ensure the effective governance, coordination and continuous improvement of Incident and Request Management processes within an enterprise IT environment.

The successful candidate will cooperate with customers, delivery teams and service providers to ensure compliance with contractual service levels, process standards and ITIL best practices.

Key responsibilities

Incident Management

• Own and govern the Incident Management process across multiple support teams.
• Ensure timely communication towards customers and stakeholders according to contractual SLAs.
• Coordinate technical resolver groups during incident resolution.
• Drive escalation activities when required.
• Ensure all incident records are accurate and meet quality standards.
• Prepare post-incident reviews and ensure follow-up actions are completed.
• Monitor recurring incidents and identify opportunities for permanent resolution.
• Produce regular operational and management reporting.
• Ensure compliance with agreed KPIs and SLAs.
• Support Continual Service Improvement initiatives.

Request Management

• Govern the end-to-end Request Fulfilment process.
• Monitor request backlog and ensure fulfilment within agreed SLAs.
• Coordinate fulfilment activities across multiple resolver groups.
• Identify bottlenecks affecting request delivery.
• Review request quality and process compliance.
• Analyse request trends and recommend automation or process improvements.
• Ensure accurate categorisation and prioritisation of service requests.
• Support implementation of standard service requests according to approved procedures.

Process Governance

• Maintain process documentation, work instructions and operating procedures.
• Ensure compliance with ITIL standards and contractual obligations.
• Participate in customer governance meetings.
• Cooperate with Service Delivery Managers, Technical Leads and Customer representatives.
• Support audits and process assessments.