Senior
Incident and Request Management Specialist
Position Description:
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.
Your future duties and responsibilities:
Incident Management
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Own and govern the Incident Management process across multiple support teams.
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Ensure timely communication towards customers and stakeholders according to contractual SLAs.
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Coordinate technical resolver groups during incident resolution.
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Drive escalation activities when required.
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Ensure all incident records are accurate and meet quality standards.
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Prepare post-incident reviews and ensure follow-up actions are completed.
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Monitor recurring incidents and identify opportunities for permanent resolution.
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Produce regular operational and management reporting.
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Ensure compliance with agreed KPIs and SLAs.
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Support Continual Service Improvement initiatives.
Request Management
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Govern the end-to-end Request Fulfilment process.
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Monitor request backlog and ensure fulfilment within agreed SLAs.
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Coordinate fulfilment activities across multiple resolver groups.
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Identify bottlenecks affecting request delivery.
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Review request quality and process compliance.
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Analyse request trends and recommend automation or process improvements.
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Ensure accurate categorisation and prioritisation of service requests.
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Support implementation of standard service requests according to approved procedures.
Process Governance
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Maintain process documentation, work instructions and operating procedures.
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Ensure compliance with ITIL standards and contractual obligations.
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Participate in customer governance meetings.
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Cooperate with Service Delivery Managers, Technical Leads and Customer representatives.
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Support audits and process assessments.
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Drive continuous improvement initiatives based on KPIs and operational findings.
What you can expect from us:
Spoločne ako vlastníci prenášame odborné znalosti do praxe.
Život v spoločnosti CGI je založený na vlastníctve, tímovej práci, rešpekte a pocite spolupatričnosti. Tu môžete naplno rozvinúť svoj potenciál.
Pozývame vás, aby ste sa od prvého dňa stali vlastníkmi. Spoločne pracujeme na tom, aby sme náš sen premenili na skutočnosť. Preto sa označujeme za partnerov CGI, nie za zamestnancov. Ťažíme z nášho spoločného úspechu a máme možnosť a zodpovednosť aktívne sa podieľať na smerovaní a stratégii našej spoločnosti.
Vaša práca vytvára hodnoty. Budete rozvíjať inovatívne riešenia a trvalé vzťahy s kolegami a klientmi a zároveň budete mať prístup ku globálnym možnostiach, ktoré vám pomôžu premeniť nápady na skutočnosť, využiť nové príležitosti a využívať výhody špičkových odborných znalostí a technológií v odvetví.
Budete rozvíjať svoju kariéru tým, že sa pripojíte k spoločnosti, ktorá je vybudovaná, aby rástla a pretrvala. Podporia vás vedúci pracovníci, ktorým záleží na vašom zdraví a pohode a pomôžu vám využiť príležitosti na rozvoj vašich zručností a rozšírenie obzorov.
Pridajte sa k nám, k jednej z najväčších firiem poskytujúcich poradenské služby v oblasti IT na svete.
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