For our Liberty Global structure ( who is a parent company for UPC in Poland) we are looking for a person who will be responsible for the management escalation and communication of all High Priority Incidents to ITIL standards across the Liberty Global footprint.
The primary focus of the role is to be the part of an existing Major Incident Management team within the Core Operations function of Technology & Innovation
We encourage you to join our Core Networks and Operations to deal with all High Priority incidents.
Areas of responsibilities :
End to end responsibility for the management, communication, escalation, investigation and resolution of all High Priority incidents, ensuring Business / Customer updates are timely and of a high quality.
Lead and drive fastest possible incident resolution by engaging the right teams
Effective internal and vendor escalation
Drive and maintain the Major Incident Management processes and procedures
Ensure incident related SLA’s and team KPI’s are met
Quality assurance of High Priority Incidents tickets
Ability to translate technical language into meaningful English
Candidate’s profile :
5+ years of experience working in a Global Operational environment
Candidate must be a self-motivated individual that is dedicated to delivering brilliant customer service, be willing to contribute to team efforts, and must pose strong communication and interpersonal skills
ITIL Foundation certified, ideally to ITIL v3.0
Good understanding of USMS and / or Remedy fault management systems
Strong KPIs monitoring, communication, interpersonal and business processes understanding skills.
Strong written and verbal communications and presentational skills
Ability to work effectively under pressure
Excellent problem solving and decision making skills
Fluency in English both written and spoken
Ready to work in shift work model 24 / 7
We offer :
career in the company that is a global international TV and broadband company
ability to work with latest top trendy technologies
ability to have influence on dealing with the High Priority incidents
attractive benefits (i.e. private medical care, sport package, package of UPC services)