Incident Response Analyst

Are you looking to be in a workplace where colleagues inspire one another? Are you interested in competitive and impactful benefits? Do you prefer flexible work arrangements? The Incident Response Analyst is responsible for executing the Major Incident processes for incidents that have the potential or are actually having a significant impact to the business and our customers.  Will drive the major incident workflow from incident identification through incident resolution and root cause analysis with minimal disruption. Works closely with the other ITIL practice managers to identify and minimize the cause/effect relationships between incidents, known issues and defects.
This job is to be performed on Saturdays, Sundays and Mondays (12-hour-shift per day; 7am-7pm CEST)

Responsibilities:

• Efficiently manage P1/P2 Incident lifecycle via execution of the Major Incident Management process tasks and coordination of process activities, documentation, and communication across internal and external stakeholders within SLAs throughout the workflow
• Coordinate and perform root cause analysis (RCA) for P1/P2 incidents
• Share best practices, cross-train staff and ensure that customers and key stakeholders are kept informed during the change request process
• Stay current with emerging trends and best practices in service management
• Work with other ITSM team members to give input to and support our other ITSM processes
• Complete ad-hoc and ongoing projects on an as-needed basis
• Cross-functional leadership
• Cross-team collaboration
• Ability to use various techniques to gather, synthesize and analyze information from various sources
• Problem-solving skills

Qualifications:

• 3+ years of IT experience in technical operational/support role(s), with at least 1 year actively involved in Incident Management and Change Management
• ITIL v3 or v4 Foundation training and certification - strong plus
• You are organized, analytical, attention to detail, great with time management
• Strong interpersonal and communication skills with ability to effectively communicate, build advocacy and negotiate at all levels and translate technical terms into business impact with both internal and external customers

Compensation:

• Compensation Relativity is committed to competitive, fair and equitable compensation practices
• This position is eligible for total compensation which includes a competitive base salary, annual performance bonus target of 10%, and long-term incentives. The expected salary range for this role is between 128 000 and 192 000 PLN gross/year (Employment Contract). The final offered salary will be based on several factors, including but not limited to the candidate’s depth of experience, skill set, qualifications, and internal pay equity. Hiring at the top end of the range would not be typical, to allow for future meaningful salary growth in this position.