Low severity Incident Manager / Coordinator (f/m/x)

We are looking for IT Low Severity Incidents Coordinator who will be responsible for helping business users get the expected help from external vendors. We base our work on main entry criteria such as ageing incidents, ownerless incidents, and escalations.Your tasksEnsures performance by monitoring the execution of the operational service processesCoordinates the resolution of low-severity incidents and communicates with all involved stakeholders about the status within Tower Control and SupportInitiates trend analyses of incidents and ensures detection and validation of problem suggestionsEnsures problems are assigned to the correct resolver groupBe a member of improvement meetings with leading vendorsPrepare and share reports and set plans to improve the situation in the queues handled by individual group ownersCoordinate technical bridge calls between vendorsRequirementsAt least a year of experience in Service coordination or Incident ManagementKnowledge of ServiceNow, at least to a usable degree. Knowledge of reporting modules is welcome.Intermediate knowledge of Excel. Mainly data editing and pivot tablesKnowledge of ITIL, especially incident, request, problem, change, knowledge management to work freely with other teamsProfessional nomenclature appropriate to ITIL issues and inter-corporate collaborationExperience in vendor management - Require vendors to follow incident policies and contracted SLAsResult-oriented team player and good motivator with business sense and understanding of commercial urgencyFluent in English (written & spoken)ITIL Foundation or greater certification would be preferredResiding in Poland required