Incident Coordinator

Location: Via Milano

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We are looking for candidates with experience in coordinating the resolution of critical IT incidents in an international company to join our Control Room team within Global Command Center.
Responsibilities

Incident Management:
Contact point for providing the update on the status of critical IT incident resolution to the company. Effective communication and coordination of solutions. Organizing and moderating ad-hoc meetings with L2 and L3 technical teams of various nationalities and expertise
Problem management: RCA analysis of critical incidents, coordination of problem resolution
Support:
Providing work methodology, supervision, and support to junior colleagues and the external L1 IT sub-team
Data analysis:
Data analysis, especially alerts and incidents, optimization of quantity/quality – suggestions for improvement, automation and ensuring their implementation for effective incident management
Documentation and reporting:
Creating and updating the knowledge base, providing statistics and reports, preparing high quality presentations

Requirements

Education:

Secondary/university education in a technical field
At least 2 years of experience coordinating the resolution of critical IT incidents in an international company, communicating the current status, and follow-up steps according to ITIL
Ability to technically assess the nature of IT incidents, knowledge of IT infrastructure, its connections, and functioning. Good knowledge of hardware and software, practical basic knowledge of Linux/Windows server operating systems
Knowledge of Power BI, experience with data analysis, creating statistics and reports
Knowledge of PowerPoint, experience with creating your own presentations
Knowledge of ITIL, ITIL® 4 Foundation certification is an advantage

Skills:

Excellent communication, coordination, organizational, and presentation skills, analytical and logical thinking, consistency and thoroughness in completing tasks, quick orientation in IT incident issues, ability to work under pressure, independence in solving problems and identifying areas for improvement, strong team skills, mentoring, ability to pass on knowledge to junior colleagues
Language skills:
Fluent communication in English, both written and spoken, Czech language is an advantage

Company Profile
Generali is a major player in the global insurance industry – a strategic and highly important sector for the growth, development and welfare of modern societies. Over almost 200 years, we have built a multinational Group that is present in more than 60 countries, with 470 companies and nearly 80,000 employees.
GOSP - Generali Operations Service Platform is a joint-venture between Generali and Accenture and provides IT and Procurement services to Generali Group companies. Our purpose is to accelerate the Group's innovation and digitization strategy through the Cloud and shared platforms. Based in Italy it has 6 branches across Europe and employs about 1.200 people.
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