IT Service Manager Timişoara

IT Service Manager
Timişoara
Timişoara, Romania

Connect44 was founded in the heart of Switzerland. Our goal was to support Telecom Operators and Equipment Manufacturers to design, manage and Optimise Mobile Networks. Starting with some of the first 2G voice networks, we began to grow our team of professionals to equip ourselves for new projects with new technologies and new ways of working. Investing substantial amounts of our budget on training, we started to move into 3G then 4G. Soon came the changes to IP networks, VOIP and preparing networks for large amounts of data by modernisation of old analogue networks to the digital standards. Over the past years Connect44 has steadily developed key longterm partnerships with its clients in many European countries with offices in Switzerland, UK, Germany, France, Romania and Chile.

Requirements

• Extensive practice in troubleshooting faults on IT;
• Experience in managing Incidents, Changes and Problems in a large, complex enterprise environment;
• Experience of interacting with senior level managers;
• Ability to coordinate a large group of technical contributors during high severity incidents and retain control of fast-paced conference calls;
• Excellent End to End understanding of ITIL Service Management best practice;
• Solid understanding of security and GDPR rules and standards.

Responsibilities

• Manage IT outages, drive and coordinate incident resolution ensuring timely recovery of the impacted services; (IT
• Incident Management)
• Lead management escalation and notification to all senior executives of involved companies, according to escalation
• rules;
• Coordinate technical taskforce to achieve fast incident resolution;
• Assist in ensuring that all incident resolution and escalation processes and procedures are adhered to, in compliance with corporate guidelines and service agreement between Partners and Sunrise;
• Trigger and support root cause analysis for IT incidents (IT Problem Management);
• Suggest measures to minimize outage impact;
• Lead and participate to the IT CAB (IT Change Management);
• Enforce adherence to the current Change Management process;
• Analyze change schedule, with focus on conflict prevention;
• Coordinate end to end change approval process;
• Communicate and enforce Change Freezes;
• Provide ad-hoc trend analysis and reports;
• Ensure that incidents records are fully documented both during and after the incident;
• Call and chair technical conference/meeting with internal support teams and 3rd parties to achieve Incident resolution;
• Regularly update all stakeholders on incident resolution progress;
• Perform Manager on Call duties;
• Trigger crisis management process, when needed;
• Drive problem management analysis to resolution, analyze incident’s root cause and prepare post resolution reports;
• Detect events that may lead to issues and suggest initiatives to prevent them from happening;
• Ensure assurance reports are prepared, updated and delivered to the relevant departments, within requested timelines;
• Validate all changes and ensure Change management processes is followed and prevent conflicts.

Benefits

• Performance bonus
• Special events bonus (ex: Easter, Christmas)
• Medical subscription
• Gym membership
• Trainings
• Bookster subscription
• Payment / Compensation for extra hours
• Extra days off
• Flexible work schedule
• Laptop
• Meal vouchers