Are you a skilled Incident Coordinator looking for an exciting new opportunity? Do you desire a workplace where you can thrive – not just as an employee but as a whole person? Do you want to truly get the “Work in good company“ feeling?
That’s the way we
Treat each other.
Operate and do our job.
Strive to impact our community positively.
We are Telelink Business Services – a leading system integrator and end-to-end IT services provider in Bulgaria. Our passion is to help companies function better, faster, smarter, and realize their full potential in the digital world. We have offices in 11 countries in South-Eastern Europe, a team of 350+ people, 200 clients and projects in 40+ countries.
We are constantly growing and developing, and the next step is to welcome a new star to join the team as Incident Coordinator.
Telelink Business Services are delivering ITIL based and Cisco certified Managed Services for more than 10 years. We grew the organization significantly and we hope for much bigger growth in the coming years. We have always followed ITIL best practices and perform most, if not all the processes described in it. Aiming to accommodate current and future growth we aim to dedicate a person performing Asset, Configuration Management and granular control of the Incident Management process for our Service Management Organization/Office.
The purpose of the Incident Management process is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations, ensuring that agreed levels of service quality are maintained. Incident Coordinator should look over the Incident Management process and ensure that all participants follow it. Although incident management is about the restoration of the normal service operation, we firmly believe that the path to service restoration is essential as well. The Incident Coordinator will look over the quality of written communication; timely assignment of appropriate resources; compliance with first response time, update time, resolution time are all important and others.
Position highlights:
As Incident Coordinator you will look over the Incident Management process and ensure that all participants follow it. The purpose of the Incident Management process is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations, ensuring that agreed levels of service quality are maintained.
Being accountable of
• Ensure that activities within the Incident Management process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements;
• Responsible for assistance, when there is a need for assigning incidents to the appropriate technology group;
• Directly works with team leaders to ensure that priority tasks and incidents are processed in a timely manner;
• Directly works with support engineers to ensure proper recording and resolution of incidents;
• Determines if an incident needs to be escalated according to priority and severity of the issue;
• Do regular incidents reviews and report on operational deviations;
• Identify potential problems and/or increasing trend of repetitive Incidents;
• Make sure the proper incident handling is happening between shifts;
• Participate in the quality control procedures for ticket handling.
Possessing these abilities is crucial for success in this role:
• Excellent written English and Bulgarian;
• Methodical approach with high attention to detail;
• At least 2 years of relevant experience within IT Service Management organization;
• ITIL Foundation certification.
Having these additional capabilities will be recognized as a significant advantage:
• IT related education;
• ITIL Certification for Service Operations.
What We Offer:
• Innovation: Be part of a team that thrives on staying ahead of the curve in the ever-evolving field of technologies.
• Collaboration: Create and drive a community around you.
• Continuous Learning and Career Upskilling Opportunities.
• A pleasant and diverse environment.
• Flexibility and Hybrid Working Model.
• Competitive remuneration package.
• Additional social and medical benefits.
• Various events, team building, and social activities.
• Performance-based Bonus Scheme.
Would you like to join?
The Role gives a unique opportunity to be someone recognizable and extremely valuable, to engage and inspire others.
The People you work with will make all the difference in your job satisfaction and your ability to grow and learn.
The Work you do will be more than just a paycheck or a task list, but a meaningful pursuit that aligns with your personal values and more importantly, fulfills your sense of accomplishment.
The Company’s Impact on many communities will make you feel proud to be associated with our brand.
If you’re ready to take your career to the next level, apply now! We`re looking forward to reviewing your application.
Secure your future with Telelink Business Services. Apply today!
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