CluneTech (ex-Taxback Group) is a suite of global companies that help simplify the complexity of global business. We are innovators, we focus on excellence and we always put our customers first. We provide industry-leading solutions for digital sales, tax compliance, global vat amp; cross-border payments.
Established in Dublin in 1996, CluneTech has 35 offices in 20 countries, with over 1500 employees. We have opened our office in Bulgaria in 2001 and for the last 22 years, we have been expanding and developing across Varna, Shumen and VT. CluneTech incorporates many companies across many different markets including Taxback, Taxback International, Transfermate, IDLF, Sprintax and Benamic.
Due to an internal promotion, a vacancy is available for an experienced IT Process Manager to join the team in Bulgaria. The IT Process Manager is accountable for Incident and Problem Management Processes has the primary objective to drive the efficiency of the respective processes, thus ensure minimum disruption to IT services. The role is also responsible for coordinating all additional activities when handling critical incidents (ones with priority 1 and 2) and make sure normal service operation is restored as quickly as possible and there is a clear root cause analysis on every problem that occurred.
What you will be doing:
- Developing and maintaining the Incident Management process and procedures.
- Driving the efficiency and effectiveness of the Incident Management process and making recommendations for improvement
- Producing incident and problem management reporting
- Managing the work of incident support staff (first and second-line)
- Provides training and document process and procedures to all process participants
- Managing Major Incidents
- Liaison with all problem resolution groups to ensure swift resolution of problems within SLA targets
- Ownership and protection of the Known Error Database
- Liaison with suppliers, contractors, etc. to ensure that third parties fulfill their contractual obligations, especially with regard to resolving problems and providing problem-related information and data
- Arranging, running, documenting and all follow-up activities relating to Major Problem Reviews.
- Lead operational meetings for incident and problem management
- Be responsible for the configuration and administration of solutions within the SysAid environment(Notifications, Ticket templates, Automatic routing, Automatic processing, etc.)
- Work with ITSM team members, internal customers, and external vendors to design, configure, test, document, and deploy system changes to the environment
Requirements
The skills that you have:
- Bachelor’s Degree in a computer-related field
- Fluency in Verbal and Excellent written English
- Demonstrates proficiency in presentation and communication skills
- Advanced focus on customer satisfaction and engaging with customers
- Proficiency in documenting skills
- Strong analytical thought process
- Excellent communication skills
- Ability to coach others effectively
- Awareness and understanding of the business priorities, objectives, and drivers
Benefits
- Additional health insurance package
- Long-term career opportunity and job security in a multinational company
- Company Paid Trainings amp; Learning Accounts
- Life Insurance
- Monthly Food Vouchers
- Discounted Multisport Cards
- Free Sports: Football, Tennis, Volleyball
- Refer a Friend Bonus
- Team Buildings amp; Parties
- Discounts across various stores, theaters, restaurants
- GroupLife corporate wellness program
- Mobile Plan with Free Calls amp; Internet after your first year in the company
- Volunteer Day
- Employee Assistance Program
- Milestone Recognition Program
- #OneTeam Awards amp; Annual Employee of the Year Awards
Please submit your CV in English via the Apply for this position button below.
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