• Oversee incident management process and team members involved in the process.
• Prioritizing incidents according to their urgency and influence on the business.
• Producing documents and internal knowledge base. 
• You will analyze our current policies and develop new procedures.
• You will analyze team performance, provide feedback, and implement changes in the process. 
• You will analyze use of our ITSM tool (Zendesk) and coordinate changes to drive higher efficiency.
• You will work closely with Scrum Master and Quality Assurance teams to coordinate activities.
• You will define requirements for improvements in knowledgebase.

• Previous experience in tech support.
• ITSM experience, preferably in a managerial role.
• Good understanding of Microsoft cloud products (Azure, Azure DevOps). 
• Ability to analyze a high volume of technical data and work in a fast-paced environment.
• Experience working on a global team.
• Previous experience with Zendesk.

• We work with some of the largest companies in their industries (like Adobe, AWS, Cisco, Google, IBM, Microsoft, Lenovo, etc.).
• You will have skilled colleagues in an international environment.
• You will have the opportunity to challenge, grow and develop yourself.
• We offer professional training and certifications (Pluralsight or Coursera license).
• Covered health insurance and telephone expenses.
• Comfortable new office with free parking.
• Free lunches and gym.
• Employee referral program.

Join the challenge: we grow together!