Incident/Escalation Manager

Do you know how to take control? Can you communicate clearly and precisely in stressful situations? And can you get the sharpest technical profiles to work effectively together?

Then you might be the Situation Manager we are looking for.

About the job
IT Relation is looking for an experienced Situation Manager with a great drive and courage. You will be responsible for handling critical situations where an Incident has an impact to one or several customers business.

The SIMA team’s main goals is to minimize the MTTR as much as possible. As a Situation Manager in IT Relation, you will be involved in Major and Critical Incidents. You will be controlling the situation and ensuring to always have the right technical resources working the incident. You will be responsible for sending out mail and text messages on a regular basis to all the impacted customers.

Take control of the situation and set the right technical team to resolve the situation

• Focus on fast execution and engage in close dialogue with both customers and colleagues
• Take charge and clearly communicate the plan that is to ensure that we move forward in situations where a customer is pressured
• Tailor communication to the recipient so that we hit an appropriate technical level
• Suggest improvements in our processes and learn from previous Major Incidents
• In addition to your role as Situation Manager, you will collaborate with Problem and Change Management. This will primarily be after Major Incidents, where you will work actively to uncover the cause of the crash and make lasting improvements and implement these changes.

The job also requires you to be part of a 24/7 shift arrangement with your colleagues in the SIMA team.You will be on call duty from 4 pm-8 am. There is the rotation with a team.

About you

• We expect you to have an educational background in IT or have acquired similar competencies in other ways in the work of operating larger IT solutions. You have in-depth knowledge of one or more ITIL processes and are probably ITIL certified. You also have the ability and desire to develop our processes so that they become even better.
• IT Relation is an international organization where most of the communication takes place in English. Therefore, we expect you to be fluent both orally and in writing in English. In addition, you are a skilled communicator who can communicate on many levels. You know how to plan for quick re-establishment of our customers critical systems in the event of a breakdown and can subsequently write a professional report on this. Therefore, we expect you to be structured, collaborative and able to keep a cool head when things are really hectical. in stressful situations, you can work independently and make informed decisions. You always manage to put yourself in the customers; place and know how to convey their situation.

You will join the Situation Management team
IT Relation is a young organization with a relaxed and informal management style. You will be part of Situation
Management (SIMA) Team, who is a small team that handles coordination as well as internal and external
communication in connection with Critical and Major Incidents. You will refer to Henrik Fisker, VP Service

Management, who is responsible for the Incident, Problem, Change Management, Asset and Configuration
Management departments, as well as Service Delivery Management.
Together with your colleagues in Aarhus, Copenhagen, and Prague, you make a difference for our customers and ensure a fast and efficient recovery of their services.

What we offer

• A fast-growing IT company with a burning desire to make a difference
• A strong no problem culture that is felt at all levels of the company
• A workplace where you get a great opportunity to develop professionally and personally
• Good collaboration and sparring with skilled colleagues
• A highly passionate management team
• Work-as-an-agile service, here you can freely choose which location you want to associate with, and decide for yourself whether you solve your tasks in the office or remotely
• A workplace where there is a strong focus on strengthening social cohesion

Benefits

• 5 weeks of holidays
• 5 sick days/year
• Flexible working hours
• Hybrid working model
• iPhone and Lenovo laptop
• Cafeteria flexible spending account (18.000 CZK/year)
• Meal vouchers in amount of 100 CZK/voucher (55 CZK is covered by employer)
• Monthly pension insurance of 3%
• Possibility to arrange a Multisport card (as a part of Cafeteria)
• Company assistance towards TAX authorities
• Czech, English and Danish lessons paid by company
• Support in your professional and personal growth
• Socializing events (company parties, team events, Friday's breakfast...)
• Fresh fruits and vegetables, delicious coffee and tea and soft drinks
• Height adjustable tables
• Pool table, darts, PlayStation 4 Pro and relax zone