IT Incident Lifecycle Coordinator at KOSTAL Group

Sofia, Sofia-City, Bulgaria -

Full Time

Start Date

Immediate

Expiry Date

03 Feb, 26

Salary

0.0

Posted On

05 Nov, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Incident Management, Service Request Management, SLA Compliance, Ticket Management, Communication, Workflow Improvement, Reporting, Analysis, Collaboration, Proactive Management, Documentation, ITIL, Excel, Data Management, IT Operations, Service Management Tools

Industry

Motor Vehicle Manufacturing

Description

Company Description KOSTAL Group is a global, family-owned German company that develops market-leading solutions for the solar and automotive industries. The company has been established in 1912 and employs about 20 000 people at 47 locations in 22 countries. In Bulgaria, KOSTAL is about to build its business service centre to provide business support in IT, finance, procurement, master data, sales and HR fields. This will be a global centre with high value-added and complex processes. Job Description Overall Purpose of the Role We are seeking an enthusiastic Incident Lifecycle Co-Ordinator to oversee and manage the entire lifecycle of service requests and incidents. The key goal is to ensure that all requests are handled efficiently, adhere to our internal processes, and consistently meet or exceed established Service Level Agreements (SLAs). Key Responsibilities Monitor & Support: Oversee the daily operation and lifecycle of incident and service request management, ensuring all tickets progress smoothly and efficiently. SLA Compliance: Ensure that incidents and service requests are resolved within agreed SLAs, proactively addressing any potential breaches. Ticket Management: Track tickets lacking recent updates, drive timely follow-ups, and collaborate with support teams to reduce resolution times for Priority 2 and 3 issues. Communication & Escalation: Maintain clear and timely communication with customers, efficiently handling escalations, and promptly escalating critical issues to management as necessary. Workflow Improvement: Continuously improve and validate request management processes, and support the development and review of service and operational level agreements. Reporting & Analysis: Prepare and present operational and service level reports as needed. Analyze SLA breach reports to identify gaps, provide actionable insights, and recommend improvements to IT management. Collaboration: Engage with other teams to accelerate the resolution of delayed or escalated tickets and drive collaborative problem-solving. Proactive Management: Analyze incident trends, recognize recurring patterns, and initiate Problem Management or service improvement initiatives as appropriate. Documentation: Ensure that all tickets are accurately and comprehensively documented throughout their lifecycle. Qualifications Experience and Requirements Bachelor’s Degree in Business Informatics, IT Service Management, or related field, or equivalent IT education/experience ITIL v4 Foundation certification, with a solid understanding and practical knowledge of ITIL principles Minimum of 2 years’ experience in IT Incident Management Basic familiarity with Service Level Management Hands-on experience with additional IT Service Management processes and a background in IT Operations Proficiency with at least one IT Service Management toolset (e.g., ServiceNow, BMC Remedy, MicroFocus Service Manager, JIRA Service Management, OTRS) Advanced Excel skills and strong data management abilities Working knowledge of incident and request management best practices Fluent in English; proficiency in German is a plus Additional Information What we offer Flexible working conditions with remote work possibility (in-person presence is required from time to time) Opportunity to develop your knowledge and skills through stimulating work, including development and implementation of new processes and tools Central office location in a modern business building Benefits package including private health insurance, sport cards, flexible monthly budgets, bonuses for special occasions, performance bonus and other

Responsibilities

The IT Incident Lifecycle Coordinator will oversee and manage the entire lifecycle of service requests and incidents, ensuring efficient handling and adherence to internal processes. The role includes monitoring daily operations, ensuring SLA compliance, and collaborating with support teams to improve resolution times.