Your responsibilities
Operational Execution (Capacity & Availability Coordination - Support Role):
Coordinate inputs from internal teams and external vendors regarding system performance, load trends, and availability constraints.
Provide consolidated feedback into planning cycles and risk assessments.
Support reporting on utilization, uptime and availability targets.
Facilitate communication between infrastructure/application teams and service stakeholders.
Process Ownership (Strategic Responsibilities):
Define, document, and continuously improve the Problem Management process in alignment with ITIL best practices, considering the evolving multi-vendor landscape.
Ensure the process supports efficient collaboration and information flow between internal teams and external service providers.
Establish governance, standards, and KPIs for effective cross-vendor problem resolution and long-term improvements.
Provide training and guidance to stakeholders on process adoption and compliance.
Operational Execution (Problem Manager Responsibilities):
Lead the identification, analysis, and resolution of recurring or major IT problems impacting services.
Work across internal and external support teams to perform thorough root cause analyses (RCAs) and implement permanent corrective actions.
Maintain the Known Error Database (KEDB), known error records, and problem records in the ITSM tool (e.g., ServiceNow).
Facilitate Post-Incident Reviews (PIRs) and Problem Review Boards, especially for high-impact or cross-vendor incidents.
Drive collaboration across providers to ensure effective escalation paths, ownership, and accountability.
Your profile
Bachelor’s degree in IT, Computer Science, or a related field.
810 years of experience in IT Service Management, with a focus on Problem, Incident, Change, Capacity, or Availability Management.
Solid working knowledge of the ITIL framework, especially related to service stability and improvement, in multivendor environment (SIAM), confirmed by ITIL v3/v4 Intermediate or Advanced certification.
Hands-on experience with ServiceNow as the ITSM platform of record. Knowledge about managing problem workflows and reporting.
Strong analytical and troubleshooting skills, with expertise in root cause analysis techniques.
Strong communication and analytical skills, ability to work independently and drive end-to-end initiatives.
Excellent stakeholder management abilities and strong facilitation skills.
Experience in facilitating technical discussions, coordinating multiple stakeholders and driving problem-solving initiatives.
Solid communication skills, capable of aligning diverse teams and clearly articulating problems and solutions.
Balance a strategic process thinking with operational follow-through.
Nice to have:
Background in Capacity Planning, Monitoring Tools or Availability Dashboards.
Familiarity with SIAM environments or vendor coordination models.
Knowledge of infrastructure architecture, system dependencies and CMDB principles.
Your benefits
- Attractive working conditions and social benefits: work in a big, international high-tech company, induction by a team of experienced professionals, sports cards (MultiSport & CityFit), MyBenefit platform, private medical care, life insurance, co-financing of glasses.
- Talent and development programs aimed at developing technical and soft skills: transparent career paths, training programs, access to training platforms, training budget, foreign languages classes.
- Open door culture - work in international environment, friendly working atmosphere: flexible working hours, possibility of remote work, tk Volunteer team, Sports Team, sports activities funded by company, relocation package (loaction: Gdańsk).
