Incident Manager София

Incident Manager
София

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know diverse backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.


Manage the complete incident management process, ensuring seamless adherence, effective escalation, and comprehensive reporting.

Act as the operational representative of Incident Management across the organization, fostering collaboration and understanding of the process. Monitor the effectiveness of the incident management process.

Analyze trend reports to identify improvement opportunities and enhance the overall quality of the organization's incident response capability. Determine action plans to remediate any identified issues to uphold data integrity.

Ensure strict adherence to the Incident Management process, policies, controls, and predefined metrics by all process participants.

Monitor and report against Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) to ensure compliance and identify areas for improvement.

Act as the first level of hierarchical escalation for process-related issues, ensuring swift resolution and continuous improvement.

Update training materials, create awareness, and publicize new incident management capabilities and procedures to stakeholders. Ensure appropriate skill level mapping within the incident management team.

Support team members when major issues are reported

Deliver strategic account support by being a SPOC for Incident Management Practice and contributing to high end customer experience.

Drive and govern all contract defined ITIL practices and initiatives and be the interface person towards customer and delivery engine.
Bachelor’s degree or relevant experience in IT support

Proven experience in Incident Management or related roles.

Fluency in written and verbal English

Certification in IT Service Management (e. g. , ITIL).

In-depth understanding of incident management processes and best practices.

Strong analytical and problem-solving skills.

Excellent communication and interpersonal skills.

Proficiency in data quality review processes.

Ability to lead and facilitate training sessions effectively.

Time management skills and ability to work with tough deadlines.

ServiceNow experience is a strong advantage

MS Office
"At HPE, we deliver equal opportunities, flexible work-life balance and constantly evolving career growth as well as competitive benefits, salary and shared values and purpose.

HPE is an equal opportunity employer: minority, female, veterans, individuals with disabilities, LGBTQIA+ and affirmative action. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives and skills. We do not discriminate and all decisions are made on the basis of qualifications, merit and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. "