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Rīga

Temporary (Fixed Term)

Technical and Functional Expertise

11 January 2021 - 25 January 2021

Cloud & Infra

TietoEVRY invites to join Incident Manager role in our IT Service Desk department. The role was created in 2019 following the new agreement between TietoEVRY and the customer. Incident Manager main aim is to secure efficient incident management and be the middle point between all counterparts working with the tickets. This role is accountable for the most steps in incident management. This is a unique role where you have possibility to both build the role itself and improve the processes within incident management scope

As part of your job you will be responsible for:

  • Secure low incident backlog for the biggest IT Servicedesk customer
  • Follow up, create and improve processes to reduce SLA breaches, secure quick major incident resolution
  • Monitor ITSM ticket flow, handle customer feedback, do follow-ups and escalate issues
  • Drive the efficiency and effectiveness of incident management process
  • Regular communication with key business stakeholders especially when service disruptions occur
  • Cooperation with problem manager and taking accountability for problem ticket progress
  • Produce reports and management information

Expected requirements:

  • Proficient in Norwegian (at least B2) and English
  • Relevant work experience; academic degree and/ or  related certifications as advantage
  • Strong computer skills: Proficient user of MS Excel, MS Teams.
  • General IT knowledge  (troubleshooting, knowledge of basic IT concepts – server, client  operations, network)
  • Knowledge of ITIL frame, specifically incident and problem management
  • Ability to form efficient communication, learn quickly and exceptional problem-solving and presentation skills
  • Ability to work independently, enjoys dynamic working environment and has high stress-resistance

We offer you 

  • Challenging work and working experience on an international level in a leading global IT company 
  • Professional and personal development opportunities 
  • Scandinavian values, business stability and openness
  • Dynamic and friendly work environment
  • Excellent and competent colleagues 
  • Competitive remuneration up to 1500- 1800 EUR monthly/gross* and benefits package (health insurance, sports and a lot more)  

*Monthly salary offer will be defined based up on the candidate’s professional competence compliance with job demands. The salary is a part of the remuneration package provided by Tieto Latvia, that includes additional bonuses and opportunities (health insurance, additional holidays, professional development etc.)

 

About TietoEVRY

Welcome to an exciting journey. TietoEVRY creates digital advantage for businesses and societies. We are a leading digital services and software company with local presence and global capabilities. Nordic values and heritage are the foundation of TietoEVRY success. Let's build a brighter future. Together

Read more about us here.

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