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Incident Manager

City:  Sofia
Job Type:  Full-Time
Language:  English

Modis is a global leader in professional solutions for IT, Engineering and Life Sciences. The company connects the smartest people and brightest businesses to the opportunities they need to thrive.

With more than 13 years of experience in Bulgaria, we deliver IT Service Desk, Data Center and Network Services, End-User Device Support (Desktop & Mobile), Application Development and Support and BPO Solutions to more than 40 multinational companies.


Today we are giving you the chance to build a career in one of the biggest IT outsourcing companies at the position of Incident Manager.
As an Incident Manager you will be responsible for:
  • Processing priority 1, 2, 3 and 4 and striving to ensure fast restoration of all contractually agreed incidents, and to provide effective communication and coordination between DXC technical teams, DXC Delivery Management, and Client management
  • Managing, monitoring, root-cause identification 
  • Driving resolution and avoidance of complaints related to incident lifecycle management
  • Providing input, reviewing DXC technical teams for performance improvement in order to drive process and knowledge base updates
  • Analyzing open incidents and service requests for matching symptoms and multiple occurrences, linking with Outage, Problem and Change management
  • Integrating technical knowledge and commercial understanding to generate appropriate solutions.

If you have:
  • At least one-year working experience within IT Service Management, IT Operations, Infrastructure services support, Service Desk, or Field Services
  • Strong Service Management knowledge. Preferred: ITIL certification by recognized bodies (ISEB/EXIN/AXELOS).
  • Advanced MS Office knowledge and a strong understanding of related technologies
  • Fluency in conversational and technical English written and spoken
The following is considered a strong advantage:
  • Demonstrating analytic, troubleshooting and problem-solving skills, and has the readiness to apply them
  • Demonstrating leadership skills in a collaborative working environment, influencing others; assertiveness
  • Ability to communicate comfortably with stakeholders in or outside their team, to request or provide necessary information related to the identified issues or top priority incidents, as well as to ensure that root cause analysis and corrective actions are executed
  • Business ethics in e-mail writing and Skype meeting handling
  • Fast learner, capable to work out unfamiliar situations and problems upon research of information and solutions

You will get:


  • Upskilling Training Programs
  • Recognition awards
  • Additional health coverage
  • Special offers and discounts
  • Food and Gift vouchers
  • Home office for the night shift
  • Sport cards 
  • Competitive remuneration package 
  • Performance-based bonuses
  • Charity and sport initiatives

Sounds interesting? Connect with us, we are waiting for you.

Only short-listed candidates will be contacted. All applications will be treated in strict confidentiality.

Job Segment: Service Desk, Night, Engineer, Application Developer, BPO, Customer Service, Operations, Engineering, Technology

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