Incident Manager

Position Overview :

We are looking for an Incident Manager as part of our Global Delivery Center in Sofia. Systems Management Center (SMC) is an integrated monitoring and Critical Incident / Problem Management team.

You will play a key role in identifying, assessing, and owning the overall accountability of the problem management process across all towers with primary focus on critical incident after-action activities. The Incident Manager interfaces with key stakeholders from The Coca-Cola Company, as well as service providers and vendors to ensure long term stable operations.

A Problem Analyst part of the job is primarily responsible for driving cross functional root cause analysis (RCA) and investigation associated with critical IT incidents, and leading cross functional problem management team investigations into long running or more complex issues in the IT environment.

This position requires a self-motivated individual with a broad basic technical understanding of IT technologies and relationships. At this role you should be able to lead a team through the process of root cause investigation and must be able to prepare and lead meetings with The Coca Cola Company personnel at the leadership team level.

What You’ll Do for Us :

• Incident detection and recording
• Resource engagement and direct critical incident investigation
• Critical Incident Debrief & Follow-up Problem Management Process
• Metrics Collection & Reporting
• IT stakeholder & client communication
• Escalation (Functional & Hierarchical)
• Continuous Improvement
• Proactive application health monitoring
• Change Management

Qualifications & Requirements :

Additional Requirements :

What We Can Do For You :