IT Service Restoration Specialist
1 day ago
As an IT Service Restoration Specialist at Emerge Soft Sp. z o.o., you will play a critical role in ensuring the timely restoration of IT services and minimizing business disruptions.
Key Responsibilities:- Lead the incident management process for all critical IT and business service disruptions connected to Payments, ensuring that incidents are classified, prioritized, and escalated correctly.
- Act as the primary point of contact during major incidents, coordinating with IT support, operations, and business stakeholders.
- Ensure incidents are resolved within agreed Service Level Agreements (SLAs) and minimize downtime or business impact.
Provide incident status updates to stakeholders, ensuring transparent and timely communication throughout the resolution process.
Ensure that all incidents are logged and documented in Jira for historical tracking and analysis.
Direct and manage a cross-functional team to investigate and resolve incidents, as well as execute operational tasks such as upgrades or similar.
Facilitate and lead incident post-mortems to identify root causes and recommend corrective actions, as well as reporting on financial impact.
Process Improvement and Documentation:Implement and oversee incident resolution workflows, ensuring the process is followed and maintained.
Continuously review and refine the incident management process to improve efficiency, speed of resolution, and customer satisfaction.
Develop and maintain incident management documentation, including incident classification, escalation procedures, and resolution guidelines in alignment with the NOC team.
Produce incident reports post-resolution to capture learnings, impact analysis, and recommendations.
Performance Monitoring and Reporting:Monitor and track incident management performance against SLAs and Key Performance Indicators (KPIs).
Provide training to payment engineering teams and other relevant departments on incident management procedures, best practices, and tools.
Promote awareness of the incident management process across the organization to ensure consistent adherence and alignment.
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