The role involves supporting the day-to-day coordination and resolution of IT incidents, working closely with technical teams to minimize service disruptions and ensure high-quality service delivery.
Key Accountabilities
- Monitor and manage incidents in real-time using ITSM tools (e.g. Jira).
- Coordinate with support teams to ensure timely resolution of incidents, especially high-priority ones
- Track incident progress and maintain clear, accurate documentation throughout the lifecycle.
- Participate in post-incident reviews to help identify root causes and recommend process improvements.
- Communicate clearly with stakeholders during critical incidents to provide timely updates.
- Follow ITIL-based processes and contribute to continuous improvement of incident management procedures.
Your Profile
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or equivalent experience.
- Basic understanding of ITIL processes, particularly Incident Management.
- Familiarity with helpdesk or IT service management tools.
- Strong communication and organizational skills.
- Ability to work under pressure and handle multiple tasks effectively.
- Proficiency in English (both written and spoken), minimum B2 level.
Preferred Qualifications
- ITIL Foundation Certification (nice to have).
- Previous internship or experience in IT support or IT service operations.
- Ability to analyze technical problems and understand business impact.
- Experience in a fast-paced, customer-oriented environment.
We are proud to be an equal opportunity employer. We do not discriminate against individuals on the basis of race, gender, age, citizenship, religion, sexual orientation, gender identity or expression, disability, or any other legally protected factor. We value the unique talents of all our people, who come from diverse backgrounds with different personal experiences and points of view and we are committed to providing an environment of mutual respect.
Additional Information
This job description is only describing the main activities within a certain role and is not exhaustive. It does not prevent to add more tasks, projects.