Service Manager (ITSM)

TL;DR

Service Manager (ITSM): Analyzing and processing incidents, creating bug reports, and managing incident resolution cycles for a centralized budget accounting platform. Focus on incident management, problem analysis, and coordination with development and testing teams to ensure system stability and customer satisfaction.

Локация: Можно удалённо (на территории России)

Компания

ЛАНИТ is a company specializing in the development and operation of federal information systems.

Что делать

• Analyzing and processing incoming incidents, creating bug reports for identified errors.
• Systematizing and populating the knowledge base.
• Analyzing incidents found by the monitoring system, refining monitoring metrics.
• Preparing reports and maintaining regulations and instructions for supported services.
• Managing the incident processing cycle and coordinating with production teams for resolution.
• Coordinating incident resolution, conducting post-incident reviews.
• Managing problems, analyzing and eliminating root causes of incidents to prevent future occurrences.
• Interacting with the customer on support issues, escalations, and consultations.

Требования

• Experience in a team lead/service manager role for supporting information systems for 2+ years.
• Knowledge of the development and support lifecycle of information systems.
• Experience creating regulations and documentation for IT processes.
• Experience with JIRA (or any other ITSM system) and Confluence (or other knowledge base solution).
• Experience in reporting.
• Knowledge of ITIL/ITSM concepts.
• Good knowledge of SQL.

Культура и преимущества

• Flexible working hours and format, including hybrid/remote options within Russia.
• Medical insurance (including dental, inpatient, and outpatient treatment, with family coverage under the corporate program).
• Technical community with events for knowledge sharing and skill enhancement.
• Activities including esports and sports sections.
• Corporate discounts for fitness center access in the Moscow office and sports cost compensation program in Russia.
• Discounts in partner stores belonging to Inventive Retail Group.
• The company is an accredited IT company.