Incident Manager

**Roles & responsibilities**: - Process Management - Ensuring the process is executed appropriately at each described step. - Ensuring the appropriate inputs/ outputs are being produced - Delivery of the process related trainings - Ensuring process awareness in the Team, Business Units and other Process Teams - Process creation - Escalation process creation and management - Acting as an escalation point for all process related issues - Participates in new customer transition/ existing customer exit - Leads the process execution - Performance reporting - Process automation, continuous improvements - Process Team management - Service Process Manager/ IT Operation Team Manager/ IT Operations Manager/ Service Delivery Manager assistance - Producing and monitoring process KPI reports - Ensuring delivery of the KPI agreed level - Any other IT Service Management task assistance - Support of any other IT Service Management role task described in the specific role description (example: Problem Management) - Managing of team members: Process Controllers, Process Administrators depending on process tower structure (performance management, talent management, working time management) - Participation in obligatory meetings, training courses to which the employer will refer the employee. - Enabling to subordinates - other department employees - to raise their professional qualifications, in particular by participating in the trainings referred to in point above. - Responsibility and ensuring timely implementation of obligatory training courses for employees on which the employer directs them. - Preparation of working time schedules and settlement of working time of subordinate employees of department, in accordance with applicable regulations. - Responsibility for the implementation and maintenance of documentation of the development process ("Individual Development Plan") of subordinate employees of the department. - Responsibility for the correct and timely circulation of documents, in particular without delay providing to the HR department with all employee documents signed by subordinate employees, e.g. contracts, annexes, agreements. - Processing of personal data only to the extent necessary for the proper performance of duties in the position. - Responsibility for the correct processing of personal data by subordinate employees in the managed department, in particular through: a) updating to the GDPR Coordinator with any changes regarding the method and scope of data processing in the department, which may result, e.g. in the employer's obligation to fulfil the information obligation or obtaining consent for the processing of personal data; b) Updating to the IT department of the scope and level of access that individual subordinated employees of the managed department should have to individual systems, databases, programs containing personal data. - The employee is obliged to comply with the obligation to carry out other superiors' orders regarding work in accordance with the law and the type of work specified in the contract. **Skills & Qualifications**: - Diploma/Degree in IT/Engineering or equivalent. - 5 years & above experience in IT service delivery, customer service or service desk, with 2 years relevant experience in incident management or process controlling. - Strong Knowledge of IT infrastructure. - ITIL Foundation Certificate V3 or V4 is a plus. - Wide knowledge of the IT Service Management framework - Experience in a shared services environment will be an asset. - Excellent communication skills in English. (written/ verbal) - Ability to spot connections/ dependencies & analytical thinking. - Fujitsu at a Glance _ - Fujitsu is a leading information and communication technology (ICT) company, headquartered in Japan, offering a full range of technology products, solutions, and services. Approximately 132,000 Fujitsu people support customers in more than 100 countries. We use our experience and the power of ICT to shape the future of society with our customers. _ - We are a corporate culture that places great value on the pursuit of new possibilities previously unimagined and brings them to fruition. This has been the foundation of Fujitsu’s success since its inception. In an increasingly competitive world, in which the pace of change continues to accelerate, Fujitsu must strive for continuous innovation. Each and every employee will rise to the challenge of creating new value amid changes in the management environment, technology, society and the marketplace. With a spirit of challenge, we are committed to the continuous creation of new value. Fujitsu wants innovators like you- At Fujitsu, one of our corporate principles is "We respect human rights." This principle underpins all our corporate and individual activities and guides the actions of every Fujitsu Group member. We embrace diversity and equal opportunity. Qualified applicants will receive consideration for employment without regard to race,