Team Leader IT Incident Management and Monitoring

We are seeking a highly skilled and experienced Head of IT Incident Management and Monitoring, Problem Management, CMDB and Software Asset Management to oversee our organization's IT incident management & IT monitoring, problem management, and CMDB management processes. The ideal candidate will be responsible for ensuring that IT incidents and problems are detected and handled efficiently, that the CMDB is accurate and up-to-date, and that IT services are delivered to the highest standards.

Responsibilities:

1. Develop and implement a comprehensive incident management, problem management, and CMDB management strategy for the organization, in line with ITIL best practices
2. Manage the day-to-day operations of the incident management, problem management, and CMDB management processes, ensuring that incidents and problems are handled efficiently and effectively, and that the CMDB is accurate and up-to-date
3. Manage day-to-day operations related to IT monitoring – maintain monitoring tools, make sure alerts are implemented, detect incidents and escalate them
4. Act as the primary point of contact for all incidents and problems, ensuring that they are logged, prioritized, and assigned to the appropriate support teams
5. Coordinate the resolution of incidents and problems with support teams, vendors, and other stakeholders, ensuring that all parties are aware of incident and problem status and progress
6. Escalate incidents and problems as necessary to senior management, ensuring that they are aware of incident and problem impact and resolution status
7. Conduct post-incident and post-problem reviews, identifying root cause and making recommendations for process improvements to prevent future incidents and problems
8. Manage the CMDB, ensuring that it is accurate, complete, and up-to-date, and that it supports other IT processes such as change management and service level management
9. Ensure that the organization's software assets are effectively tracked, maintained, and utilized in a compliant and cost-effective manner
10. Maintain incident management, problem management, CMDB and software asset management and IT monitoring documentation, including policies, procedures, and work instructions
11. Develop and manage incident management, problem management, CMDB management and IT monitoring metrics and reporting, providing regular updates to senior management
12. Collaborate with other IT teams to ensure that incident management, problem management, CMDB management and IT monitoring are integrated with other IT processes, such as change management and service level management
13. Provide incident management, problem management, and CMDB management training and support to IT staff and other stakeholders as needed

Qualifications:

1. Bachelor's or Master's degree in Computer Science, Information Technology, or a related field
2. At least 5 years of experience in IT incident management, problem management, and CMDB management roles, with a proven track record of success
3. Strong knowledge of ITIL incident management, problem management, and CMDB management best practices and principles
4. Experience in managing complex incident management, problem management, CMDB and software asset management processes and teams
5. Excellent leadership, communication, and interpersonal skills
6. Ability to work well under pressure and meet tight deadlines
7. Strong problem-solving and analytical skills
8. Relevant certifications (e.g., ITIL, PMP etc.) are a plus

Benefits:

1. Fun and collaborative environment J... and when we say collaborative, we really mean it! We are opened to all new ideas and initiatives
2. We really believe the remuneration is the basic and hygienic item, so we offer competitive salaries based on market standards and your expertise
3. Starting from starting from 23 days, and it could reach the 27 days per year based on your work experience
4. We also offer the 13-month salary J after the first year in our company
5. Since we deliver at high standards and always on time RBI & RBRO is also offering an annual bonus
6. Collective assurance from Uniqa
7. Benefit account with a monthly budget (including Meal Vouchers and more than it)
8. Personal development plan & career plan, with an allocation of 2 days per month only for this activity
9. Pillar 3 Private Pension @Raiffeisen Leasing
10. Medical Health Insurance
11. Volunteering Events
12. Team buildings