IT Incident and Problem Manager

Quick Facts

• Coordinates critical IT incident resolution across L2/L3 teams
• Supports problem management and RCA
• Analyzes incident/alert data and drives process improvements

Description

You will serve as the main point of contact for updates on critical IT incidents, coordinating resolution across technical teams and ensuring stakeholders receive timely next steps. You will support problem management by analyzing root causes (RCA) and preventing repeat incidents through data-driven incident management improvements. The role also includes mentoring junior colleagues, maintaining the Knowledge Base, and preparing reports and presentations for teams and management.

Responsibilities

• Coordinate incident management for critical IT incidents and communicate status to stakeholders
• Coordinate resolution with L2/L3 technical teams; lead ad-hoc technical meetings across teams from different countries when needed
• Support problem management including Root Cause Analysis and oversight of lower-priority problem resolution
• Identify opportunities to prevent incident recurrence
• Provide methodological support, oversight, and mentoring for junior team members; support an external L1 team
• Analyze alert and incident-related data; improve both the quantity and quality of insights/alerts
• Propose improvement measures and oversee implementation to optimize incident management
• Create and update the Knowledge Base
• Prepare statistics, reports, and presentations; present results to colleagues and management

Requirements

• Secondary or university technical education
• At least 2 years of experience coordinating critical IT incident resolution (international environment preferred)
• Practical knowledge of ITIL principles; ITIL 4 Foundation certification is an advantage
• Ability to technically evaluate the nature of an IT incident and navigate IT infrastructure and its dependencies
• Good knowledge of hardware and software
• Basic practical knowledge of Linux and Windows Server operating systems
• Experience with Power BI for data analysis, statistics, and reporting
• Strong PowerPoint skills for creating and presenting outputs
• Excellent communication, coordination, organizational, and presentation skills
• Analytical and logical thinking with careful, consistent execution
• Ability to quickly get up to speed with complex IT problems and stay calm under stress
• Independent problem-solving and capability to identify improvement opportunities
• Strong teamwork and mentoring skills
• Fluent Czech and English in speaking and writing; English is used regularly

Benefits

• Career growth in an international environment
• Support for obtaining ITIL and other professional certifications
• Modern technologies and strategic projects
• Opportunities to contribute to monitoring development, automation, and AI implementations
• Office + home office combination; flexible smartworking
• Extra leave: 5 health days, 5 personal days, 2 volunteer days (plus standard vacation)
• Cafeteria budget: 16,000 CZK/year for sport, relaxation, education, vacation, or health care
• Meal allowance: 116 CZK per working day paid with net salary
• Life insurance under the employment contract; discounts up to 50% on selected group products
• Company mobile phone and SIM card with unlimited calling
• Online English training via Speexx, Digiskills, Bookport library access, and Seduo.cz video courses
• Running club, internal sports leagues, international teambuildings, partner and cultural event discounts