Major Incident manager

Aboout Aeven

Aeven is a leading provider of adaptive digital infrastructure and managed IT services, carrying forward more than 30 years of experience supporting industries where IT simply cannot fail—from life sciences and healthcare to finance, energy, and the public sector. Born out of NNIT and expanded through strategic acquisitions, Aeven combines the reliability of local infrastructure with the flexibility of modern hybrid cloud/open cloud environments. We bridge the gap between stability and adaptability, delivering digital solutions that give our customers a competitive edge while ensuring strict regional compliance and cybersecurity standards.

Our Operations Center & Process Management team works in a 24x7 rotation, providing critical support to our customers globally.

We are excited to announce the establishment of a newly created Operations Center Management team in the Czech Republic. This team will handle on-site duties during local business hours, with on-call responsibilities outside of these hours. As part of this setup, you’ll have the opportunity to shape and influence the team’s growth and operations from the start.

We deliver managed execution within ITIL processes, including incident management, standard service requests, problem investigations, and standard changes, while continuously improving our processes and services.

As part of the Solution Delivery organization, the Operations Center Management team oversees everything from infrastructure and applications to full facilitation and support of our customers’ IT solutions within Aeven. Our work processes follow ITIL standards and best practices.

Your Role as Major incident Manager
As our new Operations Manager, you’ll play a central role in operations, serving as a key liaison for our customers and internal stakeholders.

Responsibilities:

• Lead the resolution of critical and high incidents, taking charge of task forces to minimize business impact while ensuring effective communication and stakeholder management.
• Act as the primary escalation point and communication focal point for impacted business stakeholders during critical and high incidents.
• Facilitate and coordinate across our global delivery teams to ensure efficient and prompt resolution of incidents.
• Document the course of events during incidents to support subsequent problem management.
• Proactively identify and implement process improvements to ensure we continue to develop and enhance our operations.
• Oversee the operation of our incident processes by ensuring ownership of critical and high incidents from detection to resolution.
• Monitor business processes proactively, identifying gaps and ensuring appropriate actions are taken.
• Collaborate across teams to align roles and responsibilities and support training in procedures.

Your Qualifications
We are looking for someone who is:

• Service-minded, with excellent communication skills to engage effectively with suppliers and colleagues, even under pressure.
• Resilient and decisive, thriving in hectic situations with different stakeholders while ensuring incidents are resolved efficiently.
• Analytical and structured, with a strong sense of urgency and the ability to prioritize effectively.
• Comfortable working in a dynamic, fast-paced environment and making decisions confidently.

Requirements:

• A solid understanding of IT services and the infrastructure technologies that enable them
• At least 5+ years of experience in Service Management, preferably as an Incident Manager, Major Incident Manager, Service Delivery Manager, or Operations Manager.
• Experience in a global IT environment, including sourced or partially sourced setups.
• Proficiency in the ITIL framework, with ITIL certification.
• Fluency in English

Our benefits

• Up to 6 weeks of paid time off (5 weeks and the additional week of paid time-off is available after your first year of employment with Aeven)
• 5 sick days per year
• Flexible working hours
• Possibility to work from home
• Flexible cafeteria account for leisure (18,000 CZK per year) allowing you to use points for MultiSport, public transport tickets, or contribute to your pension savings
• Meal vouchers in the amount of 200 CZK per workday (Aeven covers 55%)
• Referral bonus (20,000 – 60,000 CZK)
• Free snacks on Mondays and monthly get-togethers
• Free fruits and vegetables every day
• Height-adjustable tables
• Co-working offices in Ostrava and Brno
• Czech language lessons
• Annual flu vaccination for free