Open positions


Incident Coordinator

Info about the company

Telelink Business Services is delivering ITIL based and Cisco certified Managed Services for almost 10 years. We grew the organization significantly and we hope for much bigger growth in the coming years. We have always followed ITIL best practices and perform most, if not all of the processes described in it. Aiming to accommodate current and future growth we aim to dedicate a person performing Asset and Configuration Management role for our Service Management Organization/Office.

 

The purpose of the Incident Management process is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations, ensuring that agreed levels of service quality are maintained.  Incident Coordinator should look over the Incident Management process and ensure that all participants follow it. Although incident management is about the restoration of the normal service operation, we firmly believe that the path to service restoration is essential as well. The Incident Coordinator will look over the quality of written communication; timely assignment of appropriate resources; compliance with first response time, update time, resolution time are all important and others.

What we are looking for

You will

As Incident Coordinator you will look over the Incident Management process and ensure that all participants follow it. The purpose of the Incident Management process is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations, ensuring that agreed levels of service quality are maintained. Although Incident Management is about the restoration of the normal service operation, we firmly believe that the path to service restoration is essential as well. The Incident Coordinator will look over the quality of written communication; timely assignment of appropriate resources; compliance with first response time, update time, resolution time are all important and others.

Being accountable of

  • Ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements;
  • Responsible for assigning incidents;
  • Directly works with support engineers to ensure proper recording of incidents;
  • Determines if an incident needs to be escalated according to priority and severity of the issue;
  • Do regular random Incidents review and report on operational deviations;
  • Identify potential problems and/or increasing trend of repetitive Incidents;
  • Make sure the proper incident handling is happening between shifts;
  • Prepare and look over a plan for shifts for both L1 engineers and L2/L3 stand-by shifts.

Having these abilities

  • Excellent written English and Bulgarian;
  • Methodical approach with high attention to detail;
  • At least 2 years of relevant experience within IT Service Management organization;
  • ITIL Foundation certification.

 

Having those capabilities will be recognized as great advantage:

  • IT related education;
  • ITIL Certification for Service Operations.

What we offer

You would like to join

We operate in a sector, known for its premium working conditions, which we gladly provide. But people, who only pay attention to them, are not our kind of people. The position offers a chance to join an ever-fast-growing company with great people, who are top professionals, and by showing your strengths, drivers, aspirations, and potential, to set your career path with us, while sharing the journey with your new friends.

 

Because you are

  • Eager to learn
  • Open-minded
  • Creative and proactive
  • Attentive to detail
  • Team player

If you are not afraid to challenge yourself out of your comfort zone, learn and try new things, and embrace new opportunities, dare to make Telelink Business Services your next horizon.

Apply for this job