About Akkodis:

Akkodis is a global digital engineering company and Smart Industry leader. Our 50,000 tech experts across 30 countries combine best-in-class technologies and cross industry knowledge to drive purposeful innovation for a more sustainable tomorrow.

With more than 19 years of experience in Bulgaria, we are the most mature Delivery Center of Akkodis. Our over 900 experts deliver technology solutions in IT, Software, Cloud, and Digital fields.

Main scope:

The main purpose of the IPCM Specialist is to make sure that Incident, Problem and Change management processes are executed in an effectively and efficiently way to serve the business. The IPCM is responsible for planning and coordinating all the activities required to perform, monitor, and report on the processes at a high level of quality, while constantly focusing on process and IT operations improvements, applying ITIL framework.

Position Highlights:

Incident Management:

• Manages all Severity and Crisis incidents, ensuring they are with the correct resolver team and providing overall management and oversight of these calls through to a timely resolution, and manage any outstanding actions
• Ensure that Incidents assigned to their Support Groups are resolved and that service is restored
• Ensures delivery teams are adhering to all KPIs through quality and reporting checks
• Manages any escalations or queries on the Incident/Major incident process
• High-level ownership of the technical service restoration plan across all Vendor delivered IT services and the Resolver Group Managers involved in P1 incidents
• Ensures creation and coordination of technical restoration actions and plans via email, messaging, updating of P1 tickets in ITSM Tool
• Communicate to a global audience, including executive management, providing details of the incident and impacts to the business, including next steps and root cause analysis.
• Develop training presentations and deliver information to wide ranging audiences

Problem Management:

• Ensure Problem Management is fit for the purpose and executed according to the agreed standards
• Reviewing incident data to analyze assigned problems
• Analyzing problems for correct prioritization and classification
• Raising RFCs to resolve problems
• Monitoring progress on the resolution of known errors and advising incident management on the best available workaround for incidents
• Assist updating the KEDB with new or updated known errors and workarounds

Change Management:

• Leading change management work streams with a structured methodology / process.
• Planning and managing support for change management tools and processes
• Maintaining the change schedule
• Coordinating interfaces between change management and other processes
• Work closely with other internal and external teams(Vendors)
• Reviewing specific categories of RFC
• Providing coaching and training to employees at all levels.
• Produce reports on CHGM performance with deep dive analysis (success, failures, opportunities for improvement)

Main requirements:

• Minimum 2-3 years of experience in a Service Management - Major Incident Management, Problem Management or Change Management role.
• Minimum 2-3 years in ITIL process driven organization - Excellent working knowledge of Incident, Problem and Change Management principles, techniques & tools.
• Deep knowledge and understanding of IT operational technologies, including servers, routers, switches, and operating systems, Amazon and Microsoft cloud environment, etc.
• IT Process Optimization exprience.
• Escalation & Stakeholder management.
• The role is part of a 24/7 operation team and it requires periodic coverage of 24x7 on-call rotation. The role will provide assistance to NAM region and will necessitate a work schedule that aligns with it.

What we offer:

• Competitive remuneration package
• Referral bonus program
• 24 days annual paid leave
• Additional health insurance (outpatient & hospital medical care, dental care, coverage of dioptric glasses, and more)
• Free Psychological Counselling via Green Line and on the spot
• Newborn or newly adopted child bonus
• Food vouchers - 150 BGN/month
• Upskilling & reskilling training programs and e-learning hub
• Recognition awards
• Sports cards (partially covered by the employer) and company sports initiatives
• Special company discounts
• Various social and charity initiatives

United by our passion for talent and technology, we look at the world differently. The future won’t wait, it’s time to make incredible happen. Are you ready?