profili-file-5fc8b486aa47c9072779565fc8b486aa48a6.86376881.png

<a href="https://icl-services.com/eng/company/about/" target="_blank">ICL Services </a>is one of the biggest and oldest Russian IT companies currently in top 100 world IT outsourcing companies and key partner of <a href="https://www.fujitsu.com/global/services/" target="_blank">Fujitsu</a>. We are dynamic, determined, and provide a broad scope of services to some of the largest and most diverse companies in the world. For this, we are also well-respected and constantly strive to maintain our standards of professional excellence and ethical conduct.
Your role would include: &middot; &nbsp; &nbsp; &nbsp; &nbsp; To be a single point of contact for users using phone, e-mail and other communication channels
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Manage incidents, problems and requests
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Solve basic technical problems (basic networking issues, accouts, aceeses, etc.), escalate to 2nd line complicated ones
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Coordinate problems solving if other specialists are involved
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Provide reports, checks and other regular tasks
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Work with technical documentation
What we offer: &middot; &nbsp; &nbsp; &nbsp; &nbsp; Full-time employment contract
&middot; &nbsp; &nbsp; &nbsp; &nbsp; An opportunity to work on challenging projects with some of the world's largest companies
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Compensation package (quarterly bonuses for outstanding performance, private health insurance, team-buildings, professional education and certification, bonuses for outstanding performance)
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Opportunities for advancement within the company:
o &nbsp; &nbsp;50% of employees&rsquo; got salary raise
o &nbsp; &nbsp;30% of employees&rsquo; had a career growth
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Opportunity to participate in various corporative programmes (MVP - mentoring program)
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Opportunity to be a part of socially responsible business (various activities to support our employees and community generally)
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Modern and comfortable office in New Belgrade
&middot; &nbsp; &nbsp; &nbsp; &nbsp; A highly professional, but very friendly team you will enjoy being a part of
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Overtime working hours are recorded and compensated
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Human corporative culture:
o &nbsp; &nbsp;80-85% of our employees appreciate human corporate culture in ICL Services
o &nbsp; &nbsp;85-90% of employees says that they work with great people
o &nbsp; &nbsp;7,78% is undesirable attrition rate for 2018
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Professional education and certification &ndash; ICL genuinely values its employees and works continually on knowledge improvement across the business spectrum
Requirements: &middot; &nbsp; &nbsp; &nbsp; &nbsp; Fluent Portuguese (B2/C1/C2 level)
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Good level of English (Upper-Intermediate or higher) is a must &ndash; English is our main working language
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Advanced PC user
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Basic IT skills (basic networking, operating system, Microsoft products)
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Technical education - desirable
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Work experience with any of ITSM and monitoring systems &ndash; will be a plus
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Responsible and reliable
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Team work skills
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Strong soft skills, willingness to support users, solve their problems
We are looking forward to receiving your resume. Our selection process consists of introductory interview with the team in Belgrade, and a technical interview with our experts. We endeavor to make our selection process as quick and as transparent as possible &ndash; don't hesitate to ask if you have any questions. Please, bear in mind that only shortlisted candidates will be contacted for an interview.
Please, apply with your CV in English.

Service Desk Agent (Portuguese Language)

<a href="https://icl-services.com/eng/company/about/" target="_blank">ICL Services </a>is one of the leading outsourcing companies according to the International Association of Outsourcing Professionals&rsquo; annual rating (IAOP) and core partner of <a href="https://www.fujitsu.com/global/services/" target="_blank">Fujitsu</a>. Today, the company works with more than 80 major clients from 30 countries. We are dynamic, determined, and provide a broad scope of services to some of the largest and most diverse companies in the world. For this, we are also well-respected and constantly strive to maintain our standards of professional excellence and ethical conduct.
What we offer:
<ul>
<li>A full-time employment contracts</li>
<li>An opportunity to work on challenging projects with some of the world's largest Companies from UK, Western, Central Europe and Nordic countries</li>
</ul>
Compensation package:
<ul>
<li>Rewarding system with several types of Bonuses</li>
<li>Private health insurance</li>
<li>Day-off for the exam preparation</li>
<li>Day-off for Saint Patron&rsquo;s Day (slava) also when it is on non-working day</li>
<li>Possibility to have up to 26 vacation days</li>
<li>Every newborn child receives a gift (300euros) from the Company</li>
<li>Possibility of international business trips</li>
</ul>
Opportunities for advancement within the Company:
<ul>
<li>20% of employees got salary raise or carrier growth</li>
<li>Opportunity to participate in various corporate programs (MVP - mentoring program)</li>
<li>Interesting, creative, motivating, challenging and dynamic team-buildings&nbsp;</li>
<li>A highly professional and very friendly team you will enjoy being a part of</li>
<li>Opportunity to be a part of socially responsible business (various activities to support our employees and community generally)</li>
</ul>
Human corporate culture:
<ul>
<li>90% like the atmosphere in the company</li>
<li>94% trust the professionalism of colleagues and ask them for help in difficult situations</li>
<li>Comfortable office</li>
<li>Overtime working hours are recorded and compensated</li>
</ul>
Must have:
<ul>
<li>Defect Management - a proven record of managing Defects within a complex technology programme</li>
<li>First class stakeholder management and engagement skills</li>
<li>Used to working for Demanding Customers</li>
</ul>
Desirable:
<ul>
<li>Retail Experience</li>
<li>Have worked with Primark or a high street fashion retailer</li>
</ul>
Key areas of responsibility:
<ul>
<li>Act as the primary Programme lead for Defect management</li>
<li>Review the Defect management process and update as necessary</li>
<li>Produce and maintain a Defect Management Plan for the EPOS Programme</li>
<li>Chair the daily Defect Management meeting</li>
<li>Set up a weekly meeting with key Stakeholders to prioritise Defects and to make recommendations on how Defects will be resolved</li>
<li>Maintain a Defect Log and supporting tools to ensure the delivery of the project /program partnership with the Customer and business units to ensure acceptance, closedown and handover to Service</li>
<li>Work with Service team on the resolution of pre and post hypercare incidents. &nbsp;Manage workarounds that we are introducing as a result of known defects in a production release and manage the removal of workarounds that are in place</li>
<li>Ensure that there is a coherent and effective approach to the management of Defects across the EPOS Programme</li>
<li>Provide regular reports on defect statistics highlighting areas of concern</li>
<li>Provide input for the Internal Programme Review and Joint Delivery Review on a weekly basis&nbsp;</li>
<li>Identify defect alignment issues and address these through a proactive and pre-emptive approach</li>
<li>Negotiate and agree the prioritisation of defects across all parties, with reference to the contractual definitions</li>
<li>Negotiate and agree defect fix dates with the Development Team</li>
<li>Negotiate and agree with the Release Management Team which defects will be packaged within respective releases and when they will be implemented</li>
<li>Agree and document potential defect workarounds with Business Change teams</li>
<li>Arbitrate between Development and Testing where issues with defect resolutions are identified</li>
<li>Update the Transformation Programme Manager with defect position and any changes that may impact committed plans</li>
<li>Coordinate input on defects and workarounds and ensure that this information is clearly communicated to key Stakeholders on an ongoing basis.&nbsp;</li>
<li>Manage the defects lifecycle and ensures that the necessary risks are highlighted</li>
<li>Put together plans to manage and mitigate risks and ensure that the plans are understood, agreed and underwritten by all parties</li>
<li>Ensure that Defect related lessons are captured within the lessons learned process and improvements to processes are implemented for future deployments and change implementation&nbsp; &nbsp;&nbsp;</li>
<li>Operates within defined working practices, ensuring compliance with local policy, procedure and methodology where this is in place</li>
<li>Ensure that formal review procedures are used</li>
</ul>

Global EPOS Program Defect Manager

<a href="https://icl-services.com/eng/company/about/" target="_blank">ICL Services</a> is one of the leading outsourcing companies according to the International Association of Outsourcing Professionals&rsquo; annual rating (IAOP) and core partner of <a href="https://www.fujitsu.com/global/services/" target="_blank">Fujitsu.</a> Today, the company works with more than 80 major clients from 30 countries. We are dynamic, determined, and provide a broad scope of services to some of the largest and most diverse companies in the world. For this, we are also well-respected and constantly strive to maintain our standards of professional excellence and ethical conduct.
What we offer:
A full-time employment contracts An opportunity to work on challenging projects with some of the world's largest Companies from UK, Western, Central Europe and Nordic countries
Compensation package:
Rewarding system with several types of Bonuses Private health insurance Day-off for the exam preparation Day-off for Saint Patron&rsquo;s Day (slava) also when it is on non-working day Possibility to have up to 26 vacation days Every newborn child receives a gift (300euros) from the Company Possibility of international business trips
Opportunities for advancement within the Company:
20% of employees got salary raise or carrier growth Opportunity to participate in various corporate programs (MVP - mentoring program) Interesting, creative, motivating, challenging and dynamic team-buildings&nbsp; A highly professional and very friendly team you will enjoy being a part of Opportunity to be a part of socially responsible business (various activities to support our employees and community generally)
Human corporate culture:
90% like the atmosphere in the company 94% trust the professionalism of colleagues and ask them for help in difficult situations Comfortable office Overtime working hours are recorded and compensated
Description
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Manages and controls the Problem Management process.
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Monitors, maintains and ensures compliance to the Problem Management Process.
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Continually reviews the Problem Management process and associated activities for efficiency and effectiveness and make recommendations for improvement.
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Participates in regular reviews to resolve issues / review processes with Service Desk Manager, Operations Management, Service Management, Customer Representatives
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Ensures regular production of management information, indicating suggested action to deal with current or foreseen shortcomings.&nbsp;
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Understands and operates escalation procedures &ndash; escalatse and progresses issues as required.
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Accepts Problems identified by Service Desk/Incident Manager and opens new Problem records if necessary.
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Ensures that Incident Management staff are advised on the best available Workarounds for Incidents related to unresolved Problems/Known Errors.&nbsp;
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Undertakes initial investigation to determine scope and details of Problem, and updates the Problem record accordingly.
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Assesses and classifies new Problem records.
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Owns and manages Problems through to successful resolution.
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Ensures regular progress updates are being placed in the Problem record by resolvers/Problem Manager, recording resources used and action taken.
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Allocates resource to Problems and assign the records over to appropriate Resolver groups.
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Where a Problem requires work from multiple Resolver groups, maintains ownership of the Problem record and co-ordinates resolution.
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Where a Known Error and Workaround have been identified, assists the Resolver group in assessing whether a Permanent Resolution is required and / or justified.
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Initiates and manages development of necessary and justified Permanent Resolutions.
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Initiates regular reviews of Problem alerts, and investigates any Problems highlighted as requiring further attention.
&middot; &nbsp; &nbsp; &nbsp; &nbsp; In collaboration with the Service Desk and Resolver groups, checks, investigates and analyses statistics to identify historical trends and potential threats / issues.
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Collates information arising from trend analysis and open Problem records as appropriate.
MANAGEMENT COMPETENCIES
- &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;General awareness of Enterprice level IT technological stack, for instance:
o &nbsp; Main components and services of Windows OS;
o &nbsp; Active Directory;
o &nbsp; Wintel/Unix basics;
Basic network

Problem Manager

<a href="https://icl-services.com/eng/company/about/" target="_blank">ICL Services</a> is one of the leading outsourcing companies according to the International Association of Outsourcing Professionals&rsquo; annual rating (IAOP) and core partner of <a href="https://www.fujitsu.com/global/services/" target="_blank">Fujitsu</a>. Today, the company works with more than 80 major clients from 30 countries. We are dynamic, determined, and provide a broad scope of services to some of the largest and most diverse companies in the world. For this, we are also well-respected and constantly strive to maintain our standards of professional excellence and ethical conduct.
What we offer:
&middot; &nbsp; &nbsp; &nbsp; &nbsp; A full-time employment contracts
&middot; &nbsp; &nbsp; &nbsp; &nbsp; An opportunity to work on challenging projects with some of the world's largest companies
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Compensation package (private health insurance, team-buildings, professional education and certification)
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Opportunities for advancement within the company:
&middot; &nbsp; &nbsp; &nbsp; &nbsp; 20% of employees got salary raise or carrier growth
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Opportunity to participate in various corporative programs (MVP - mentoring program)
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Opportunity to be a part of socially responsible business (various activities to support our employees and community generally). A highly professional, but very friendly team you will enjoy being a part of
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Overtime working hours are recorded and compensated
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Human corporative culture:
&middot; &nbsp; &nbsp; &nbsp; &nbsp; 90% like the atmosphere in the company
&middot; &nbsp; &nbsp; &nbsp; &nbsp; 94% trust the professionalism of colleagues and ask them for help in difficult situations
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Professional education and certification &ndash; ICL genuinely value its employees and works continually on knowledge improvement across the business spectrum
Key Accountabilities&nbsp;
Support governance model and processes to include: &middot; &nbsp; &nbsp; &nbsp; &nbsp;&nbsp;Performance reporting on actuals and forecast based on Microsoft top-down reporting and Regional bottom-up consumption reporting &middot; &nbsp; &nbsp; &nbsp; &nbsp;&nbsp;Analysis of revenue and consumption providing insight into business situation &middot; &nbsp; &nbsp; &nbsp; &nbsp;&nbsp;Pipeline and Win Wire reporting for Clients&nbsp; &middot; &nbsp; &nbsp; &nbsp; &nbsp;&nbsp;Capture and manage actions at Regional levels&nbsp; &middot; &nbsp; &nbsp; &nbsp; &nbsp;&nbsp;Support Cloud Leads as agreed with Head of Business Operations &middot; &nbsp; &nbsp; &nbsp; &nbsp;&nbsp;Collaborate with regional representatives to understand and support requirements &middot; &nbsp; &nbsp; &nbsp; &nbsp;&nbsp;Agile approach adopted, run boards and meetings, ensure actions are progressed and best practice identified &middot; &nbsp; &nbsp; &nbsp; &nbsp;&nbsp;Disseminate regional notifications from the main stakeholder to regions, e.g. events, planning&nbsp;
Core Skills
&middot; &nbsp; &nbsp; &nbsp; &nbsp;&nbsp;Influence. Working as part of a global team in a regionally federated organization, the selected candidate will need the skills to engage a range of stakeholders across regions / global functions and be persuasive in obtaining their support &middot; &nbsp; &nbsp; &nbsp; &nbsp;&nbsp;Execution. Have an ability to execute and deliver, showing pragmatism and resourcefulness to find solutions &middot; &nbsp; &nbsp; &nbsp; &nbsp;&nbsp;Persistence. With many parties and different interests across regions, the selected candidate will need the tenacity to work through blockers and will not be easily derailed &middot; &nbsp; &nbsp; &nbsp; &nbsp;&nbsp;Analytical thinking. The ability to analyse the business from its performance, identify trends and provide insight to inform business decisions &middot; &nbsp; &nbsp; &nbsp; &nbsp;&nbsp;Collaboration. The ability to work with others, achieve consensus and ensure productive co-operation towards broader goals that individual objectives
We are looking forward to receiving your resume. We endeavor to make our selection process as quick and as transparent as possible &ndash; don't hesitate to ask if you have any questions. Please, bear in mind that only shortlisted candidates will be contacted for an interview.

PMO Generalist

<a href="https://icl-services.com/eng/company/about/" target="_blank">ICL Services</a> is one of the biggest and oldest Russian IT companies and in top 100 world IT outsourcing companies. Today, the company works with more than 80 major clients from 30 countries, and has recently expanded its operations into the Serbian market. We are dynamic, determined, and provide a broad scope of services to some of the largest and most diverse companies in the world. For this, we are also well-respected and constantly strive to maintain our standards of professional excellence and ethical conduct.
<h3>Your role would include:</h3>
<ul>
<li>To be a single point of contact for users using phone, e-mail and other communication channels</li>
<li>Manage incidents, problems and requests</li>
<li>Knowledge transfer and professional education provided by the company for 3-6 months in Portugal</li>
<li>Solve basic technical problems (basic networking issues, accouts, aceeses, etc.), escalate to 2nd line complicated ones</li>
<li>Coordinate problems solving if other specialists are involved</li>
<li>Provide reports, checks and other regular tasks</li>
<li>Work with technical documentation</li>
</ul>
<h3>What we offer:</h3>
<ul>
<li>A full-time employment contract</li>
<li>An opportunity to work on challenging projects with some of the world's largest companies</li>
<li>Compensation package (quarterly bonuses for outstanding performance, private health insurance, team-buildings, professional education and certification, bonuses for outstanding performance)</li>
<li>Opportunities for advancement within the company:</li>
<li>50% of employees&rsquo; got salary raise</li>
<li>30% of employees&rsquo; had a career growth</li>
<li>Opportunity to participate in various corporative programes (MVP - mentoring program)</li>
<li>Opportunity to be a part of socially responsible business (various activities to support our employees and community generally)</li>
<li>Modern and comfortable office in New Belgrade</li>
<li>A highly professional, but very friendly team you will enjoy being a part of</li>
<li>Overtime working hours are recorded and compensated</li>
</ul>
<h3>Human corporative culture:</h3>
<ul>
<li>80-85% of our employees appreciate human corporate culture in ICL Services</li>
<li>85-90% of employees says that they work with great people</li>
<li>7,78% is undesirable attrition rate for 2018</li>
<li>Professional education and certification &ndash; ICL genuinely values its employees and works continually on knowledge improvement across the business spectrum</li>
</ul>
<h3>Requirements:</h3>
<ul>
<li>Fluent French (B2/C1/C2 level): to support French speaking users</li>
<li>Good level of English (Upper-Intermediate or higher) is a must &ndash; English is our main working language</li>
<li>Advanced PC user</li>
<li>Basic IT skills (basic networking, operating system, Microsoft products)</li>
<li>Technical education - desirable</li>
<li>Work experience with any of ITSM and monitoring systems &ndash; will be a plus</li>
<li>Responsible and reliable</li>
<li>Team work skills</li>
<li>Strong soft skills, willingness to support users, solve their problems</li>
</ul>
We are looking forward to receiving your resume. Our selection process consists of an introductory interview with the team in Belgrade, and a technical interview with our IT experts in Kazan. We endeavor to make our selection process as quick and as transparent as possible &ndash; don't hesitate to ask if you have any questions. Please, bear in mind that only shortlisted candidates will be contacted for an interview.
Please, apply with your CV in English.

Service Desk Agent (French Language)

<a href="https://icl-services.com/eng/company/about/" target="_blank">ICL Services</a> is one of the leading outsourcing companies according to the International Association of Outsourcing Professionals&rsquo; annual rating (IAOP) and core partner of<a href="https://www.fujitsu.com/global/services/" target="_blank"> Fujitsu</a>. Today, the company works with more than 80 major clients from 30 countries. We are dynamic, determined, and provide a broad scope of services to some of the largest and most diverse companies in the world. For this, we are also well-respected and constantly strive to maintain our standards of professional excellence and ethical conduct.
What we offer:
A full-time employment contracts An opportunity to work on challenging projects with some of the world's largest Companies from UK, Western, Central Europe and Nordic countries Compensation package: Rewarding system with several types of Bonuses Private health insurance Day-off for the exam preparation Day-off for Saint Patron&rsquo;s Day (slava) also when it is on non-working day Possibility to have up to 26 vacation days Every newborn child receives a gift (300euros) from the Company Possibility of international business trips Opportunities for advancement within the Company: 20% of employees got salary raise or carrier growth Opportunity to participate in various corporate programs&nbsp; Interesting, creative, motivating, challenging and dynamic team-buildings&nbsp; A highly professional and very friendly team you will enjoy being a part of Opportunity to be a part of socially responsible business (various activities to support our employees and community generally) Human corporate culture: 90% like the atmosphere in the company 94% trust the professionalism of colleagues and ask them for help in difficult situations Comfortable office Overtime working hours are recorded and compensated
Role purpose:
To provide a single point of contact for users, dealing with the management of both routine and non-routine incidents, problems and requests. Provision of 1st line support for incidents.
Job description:
&middot; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;To be a single point of contact for users using phone, e-mail and other communication channels &middot; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;Manage incidents, problems and requests &middot; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;Solve basic technical problems (basic networking issues, accounts, acceses, etc.), escalate to 2nd line complicated ones &middot; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;Coordinate problems solving if other specialists are involved &middot; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;Provide reports, checks and other regular tasks &middot; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;Work with technical documentation &middot; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;The fulfillment of obligations in the field of information security
&middot; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;Monitoring Team with L1 Resources for All domains to cover 24x7 IT Environment (Server, Network, Storage and Database)
&middot; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;Management of alerts raised by infrastructure elements
&middot; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; Perform daily health checks (Network, Servers &amp; Datacenter)
&middot; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; Knowledge of Windows &amp; Network Infrastructure
&middot; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; Perform operations based on the documented procedures
&middot; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; Assist in analysis of the reporting and alerts raised by various infrastructure devices
&middot; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; Fine tuning of configuration to maintain performance and functionality of the monitoring solutions in place.
The conditions for performing activities: &middot; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;Fluent French: to support French speaking users &middot; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;Good level of English (Upper-Intermediate or higher) is a must &middot; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;Advanced PC user &middot; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;Basic IT skills (basic networking, operating system, Microsoft products) &middot; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;Technical education - desirable &middot; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;Work experience with any of ITSM and monitoring systems &ndash; will be a plus &middot; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;Technical documentation writing experience &ndash; is a plus

Service Desk Agent/Monitoring (French Language)

<a href="https://icl-services.com/eng/company/about/" target="_blank">ICL Services</a> is one of the leading outsourcing companies according to the International Association of Outsourcing Professionals&rsquo; annual rating (IAOP) and core partner of <a href="https://www.fujitsu.com/global/services/" target="_blank">Fujitsu</a>. Today, the company works with more than 80 major clients from 30 countries. We are dynamic, determined, and provide a broad scope of services to some of the largest and most diverse companies in the world. For this, we are also well-respected and constantly strive to maintain our standards of professional excellence and ethical conduct.
What we offer:
&middot; &nbsp; &nbsp; &nbsp; &nbsp; A full-time employment contracts
&middot; &nbsp; &nbsp; &nbsp; &nbsp; An opportunity to work on challenging projects with some of the world's largest companies
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Compensation package (private health insurance, team-buildings, professional education and certification)
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Opportunities for advancement within the company:
&middot; &nbsp; &nbsp; &nbsp; &nbsp; 20% of employees got salary raise or carrier growth
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Opportunity to participate in various corporative programs (MVP - mentoring program)
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Opportunity to be a part of socially responsible business (various activities to support our employees and community generally). A highly professional, but very friendly team you will enjoy being a part of
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Overtime working hours are recorded and compensated
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Human corporative culture:
&middot; &nbsp; &nbsp; &nbsp; &nbsp; 90% like the atmosphere in the company
&middot; &nbsp; &nbsp; &nbsp; &nbsp; 94% trust the professionalism of colleagues and ask them for help in difficult situations
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Professional education and certification &ndash; ICL genuinely value its employees and works continually on knowledge improvement across the business spectrum
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Every newborn receives a gift from the company in the amount of 300 euros.
Description
Role Purpose:
Service Process Controllers will respond to contractual incidents, alerts and complaints by identifying, monitoring and recording information.&nbsp;
They will work closely with Service Delivery Management and Process Management and will be aligned to one or more customers.
Key Accountabilities
&middot; Follows established processes / systems and recommends improvements to these as appropriate to resolve routine customer enquiries. &middot; Documents actions taken to resolve enquiries. &middot; Takes ownership for documenting, and monitoring adherence to all account related processes. &middot; Ensures the processes in place are aligned with the contractual requirements. Acts as point of escalation and owns management of the processes leading to successful resolution of the escalated issue. &middot; Responsible for the implementation of any new processes resulting from account changes as well as ensuring full team engagement in the new developments. &middot; Escalates issues as necessary to deliver required service level and meet or exceed customer expectations / SLA. &middot; Monitors performance through statistical reporting and analysis. &middot; Analyses and identifies areas of improvement to the service to ensure customer satisfaction &middot; Prevents negative trends by properly raising and reacting to performance and progress gaps. &middot; Owns and accepts personal responsibility for customer problems and champions customer issues to resolution. &middot; Builds and enhances strong customer relationships and acts as an escalation point for the customer. &middot; Takes responsibility for learning about all current customer needs
Key Performance Indicators
&middot; Control the resolution of incidents to agreed service levels &middot; Act as point of escalation in dispute or uncertainty over appropriate resolver group for an incident &middot; Act as point of escalation when closure of an incident is disputed by the user &middot; Ensure the Incident / Change / Problem / Knowledge Management process, procedures and work instructions are adhered to by all relevant parties &middot; Monitor and report on the effectiveness of the Incident / Change / Problem / Knowledge Management procedures
Operates 24/7 Two days a week free English language support, Written and Spoken English- upper intermediate, pre advanced b2, c1 Very customer centric role Shift work (weekly rotation)

Global Service Process Controller

<a href="https://icl-services.com/eng/company/about/" target="_blank">ICL Services</a>&nbsp;is one of the leading outsourcing companies according to the International Association of Outsourcing Professionals&rsquo; annual rating (IAOP) and core partner of <a href="https://www.fujitsu.com/global/services/" target="_blank">Fujitsu</a>. Today, the company works with more than 80 major clients from 30 countries. We are dynamic, determined, and provide a broad scope of services to some of the largest and most diverse companies in the world. For this, we are also well-respected and constantly strive to maintain our standards of professional excellence and ethical conduct.
What we offer:
A full-time employment contracts An opportunity to work on challenging projects with some of the world's largest Companies from UK, Western, Central Europe and Nordic countries Compensation package: Rewarding system with several types of Bonuses Private health insurance Day-off for the exam preparation Day-off for Saint Patron&rsquo;s Day (slava) also when it is on non-working day Possibility to have up to 26 vacation days Every newborn child receives a gift (300euros) from the Company Possibility of international business trips Opportunities for advancement within the Company: 20% of employees got salary raise or carrier growth Opportunity to participate in various corporate programs&nbsp; Interesting, creative, motivating, challenging and dynamic team-buildings&nbsp; A highly professional and very friendly team you will enjoy being a part of Opportunity to be a part of socially responsible business (various activities to support our employees and community generally) Human corporate culture: 90% like the atmosphere in the company 94% trust the professionalism of colleagues and ask them for help in difficult situations Comfortable office Overtime working hours are recorded and compensated
Role Description
&bull; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;Works with our Clients to understand their Business Strategy and develop IT Strategies and architecture for significant areas of business.
&bull; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;Helps to see how technological issues should affect Business Strategies.
&bull; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;Evaluates ICL offerings and capabilities, systems engineering and accounting models for discrepancies or vulnerabilities.
&bull; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;Evaluates and assess Client&rsquo;s IT Strategy to identify highly probable Opportunities in order to support ICL Business Goals and strengthen partnership with Clients.
&bull; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;Develops and shares original thinking on significant areas of IT and future direction to influence the Business Strategy.&nbsp;
&bull; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;Conducts research in the trended Technologies and Solutions to find ways in which to improve ICL Operations.
&bull; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;Ensures conformance with the Target Architecture and Systems Processing guidance for engaged ICL teams.
&bull; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;Develops of effective relationships with Customer&rsquo;s Senior Management and IT Governance teams.
&bull; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;Identifies Opportunities for new Business and Account growth. &nbsp;Work independently, or with Account Management Team, to develop new Business within the Account, where appropriate, leading on new business such as renewals or scope extensions
Requirements&nbsp;
&middot; &nbsp; &nbsp; &nbsp; &nbsp; More than 5+ years of experience in planning and designing IT infrastructure solutions
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Fluent Speaking English
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Experience in collaboration with the external Customer, managing his expectation
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Strong technical background in technologies and areas: Active Directory, DHCP, DNS, Networks, Databases, Virtualization, Orchestration, Monitoring, Wintel Servers, Linux/Unix Servers, Office 365, Citrix, VDI, Azure, SAP, End User Services, Data Center Services&nbsp;
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Ability to demonstrate strong skills in the following people and service management areas:
1. &nbsp; &nbsp; &nbsp;Chrysis management
2. &nbsp; &nbsp; &nbsp;Ability to inspire and motivate people
3. &nbsp; &nbsp; &nbsp;Presentation skills (self-presentation, presentation tools usage expertise, presentation leading techniques)
4. &nbsp; &nbsp; &nbsp;Operations management
5. &nbsp; &nbsp; &nbsp;Risk management
6. &nbsp; &nbsp; &nbsp;CSIP management
7. &nbsp; &nbsp; &nbsp;ITIL practices
8. &nbsp; &nbsp; &nbsp;Scope Control

Senior Technical Consultant

<a href="https://icl-services.com/eng/company/about/" target="_blank">ICL Services</a> is one of the leading outsourcing companies according to the International Association of Outsourcing Professionals&rsquo; annual rating (IAOP) and core partner of <a href="https://www.fujitsu.com/global/services/" target="_blank">Fujitsu</a>. Today, the company works with more than 80 major clients from 30 countries. We are dynamic, determined, and provide a broad scope of services to some of the largest and most diverse companies in the world. For this, we are also well-respected and constantly strive to maintain our standards of professional excellence and ethical conduct.
What we offer:
&middot; &nbsp; &nbsp; &nbsp; &nbsp; A full-time employment contracts
&middot; &nbsp; &nbsp; &nbsp; &nbsp; An opportunity to work on challenging projects with some of the world's largest companies
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Compensation package (private health insurance, team-buildings, professional education and certification)
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Opportunities for advancement within the company:
&middot; &nbsp; &nbsp; &nbsp; &nbsp; 20% of employees got salary raise or carrier growth
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Opportunity to participate in various corporative programs (MVP - mentoring program)
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Opportunity to be a part of socially responsible business (various activities to support our employees and community generally). A highly professional, but very friendly team you will enjoy being a part of
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Overtime working hours are recorded and compensated
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Human corporative culture:
&middot; &nbsp; &nbsp; &nbsp; &nbsp; 90% like the atmosphere in the company
&middot; &nbsp; &nbsp; &nbsp; &nbsp; 94% trust the professionalism of colleagues and ask them for help in difficult situations
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Professional education and certification &ndash; ICL genuinely value its employees and works continually on knowledge improvement across the business spectrum
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Every newborn receives a gift from the company in the amount of 300 euros.
Role Purpose
Designing and costing IT Service Management solutions to be delivered by Fujitsu Global Delivery (GD). Being a competent design authority, demonstrating an understanding of the customers&rsquo; business and commercial requirements. Responsible for the design and development of the IT service landscape, process framework, organization structure, operating model and related cost components, which together with the technology components, allow Fujitsu to deliver integrated, high quality solutions that meet the business needs of the customers.&nbsp;
Requirements
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Minimum 2 years operational experience as Service Delivery Manager in the context of IT managed services (responsible for overall governance of the services)
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Alternatively, a minimum of 4 years&rsquo; experience in the operation and delivery of multiple ITIL&reg; processes (e.g. Change, Asset, Problem, etc)
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Previous experience working in presales environment is preferred, with knowledge on bid lifecycle, solution design and costing methodologies.&nbsp;
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Experience in designing and documenting service operating models and processes in the context of presales (bid and service change), transition (on boarding of new services) or operations (continuous service improvement).
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Excellent understanding of the role and mechanics of IT Service Management within an IT managed services environment
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Critical thinking &amp; analytical mindset
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Problem solving skills, creativity and out of the box thinking are required in order to create solutions from scratch with minimum available information and data&nbsp;
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Good knowledge of market leading ITSM tools and their interfaces with Enterprise Management tooling (e.g. ServiceNow; Remedy; SNOW License Manager; SCCM; AD)
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Fluent in English; other languages are a plus
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Excellent customer facing and communication skills
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Very good MS Office skills, Excel, followed by PowerPoint, Word and Visio&nbsp;
We are looking forward to receiving your resume. Please, bear in mind that only shortlisted candidates will be contacted for an interview.

IT Service Management Solutions Design and Costing Manager

<a href="https://icl-services.com/eng/company/about/" target="_blank">ICL Services</a> is one of the leading outsourcing companies according to the International Association of Outsourcing Professionals&rsquo; annual rating (IAOP) and core partner of <a href="https://www.fujitsu.com/global/services/" target="_blank">Fujitsu</a>. Today, the company works with more than 80 major clients from 30 countries. We are dynamic, determined, and provide a broad scope of services to some of the largest and most diverse companies in the world. For this, we are also well-respected and constantly strive to maintain our standards of professional excellence and ethical conduct.
What we offer:
<ul>
<li>A full-time employment contracts</li>
<li>An opportunity to work on challenging projects with some of the world's largest companies</li>
<li>Compensation package (private health insurance, team-buildings, professional education and certification)</li>
<li>Opportunities for advancement within the company:</li>
<li>20% of employees got salary raise or carrier growth</li>
<li>Opportunity to participate in various corporative programs (MVP - mentoring program)</li>
<li>Opportunity to be a part of socially responsible business (various activities to support our employees and community generally). A highly professional, but very friendly team you will enjoy being a part of</li>
<li>Overtime working hours are recorded and compensated</li>
<li>Human corporative culture:</li>
<li>90% like the atmosphere in the company</li>
<li>94% trust the professionalism of colleagues and ask them for help in difficult situations</li>
<li>Professional education and certification &ndash; ICL genuinely value its employees and works continually on knowledge improvement across the business spectrum</li>
</ul>
Requirements:
<ul>
<li>Fluent German (B2/C1/C2 level): to support German speaking users</li>
<li>Good level of English (Upper-Intermediate or higher) is a must &ndash; English is our main working language</li>
<li>Advanced PC user</li>
<li>Basic IT skills (basic networking, operating system, Microsoft products)</li>
<li>Technical education - desirable</li>
<li>Work experience with any of ITSM and monitoring systems &ndash; will be a plus</li>
<li>Responsible and reliable</li>
<li>Team work skills</li>
<li>Strong soft skills, willingness to support users, solve their problems</li>
</ul>
We are looking forward to receiving your resume. Our selection process consists of introductory interview with the team in Belgrade, and a technical interview with our experts. We endeavor to make our selection process as quick and as transparent as possible &ndash; don't hesitate to ask if you have any questions. Please, bear in mind that only shortlisted candidates will be contacted for an interview.
Please, apply with your CV in English.
We are looking forward to receiving your resume. We endeavor to make our selection process as quick and as transparent as possible &ndash; don't hesitate to ask if you have any questions. Please, bear in mind that only shortlisted candidates will be contacted for an interview.

Service Desk Agent (German Language)

<a href="https://icl-services.com/eng/company/about/" target="_blank">ICL Services</a> is one of the leading outsourcing companies according to the International Association of Outsourcing Professionals&rsquo; annual rating (IAOP) and core partner of <a href="https://www.fujitsu.com/global/services/" target="_blank">Fujitsu</a>. Today, the company works with more than 80 major clients from 30 countries. We are dynamic, determined, and provide a broad scope of services to some of the largest and most diverse companies in the world. For this, we are also well-respected and constantly strive to maintain our standards of professional excellence and ethical conduct.
What we offer:
&middot; &nbsp; &nbsp; &nbsp; &nbsp; A full-time employment contracts
&middot; &nbsp; &nbsp; &nbsp; &nbsp; An opportunity to work on challenging projects with some of the world's largest companies
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Compensation package (private health insurance, team-buildings, professional education and certification)
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Opportunities for advancement within the company:
&middot; &nbsp; &nbsp; &nbsp; &nbsp; 20% of employees got salary raise or carrier growth
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Opportunity to participate in various corporative programs (MVP - mentoring program)
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Opportunity to be a part of socially responsible business (various activities to support our employees and community generally). A highly professional, but very friendly team you will enjoy being a part of
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Overtime working hours are recorded and compensated
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Human corporative culture:
&middot; &nbsp; &nbsp; &nbsp; &nbsp; 90% like the atmosphere in the company
&middot; &nbsp; &nbsp; &nbsp; &nbsp; 94% trust the professionalism of colleagues and ask them for help in difficult situations
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Professional education and certification &ndash; ICL genuinely value its employees and works continually on knowledge improvement across the business spectrum
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Every newborn receives a gift from the company in the amount of 300 euros.
Key responsibilities include:
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Expert Linux OS skills (mostly CentOS, RedHat)
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Expert knowledge of Ansible and experience of using it in production environments
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Knowledge of IaC methodologies, especially applied to non-cloud environments
&middot; &nbsp; &nbsp; &nbsp; &nbsp; DevOps skills (Git, Jenkins, Jira, Confluence, etc), experience with building and supporting CI/CD&nbsp;
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Expert knowledge and experience in deployment and support of different Linux software (ActiveMQ, Apache, cups, exim, foreman katello, Grafana, haproxy, incron, jetty, keepalived, memcached, neo4j, nginx, nodejs, rabbitmq, samba, squid, tomcat, varnish, vsftpd)
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Knowledge and experience in Containers (Docker, k8s, rancher)
&middot; &nbsp; &nbsp; &nbsp; &nbsp; At least basic skills for Google Cloud and ELK stack
&middot; &nbsp; &nbsp; &nbsp; &nbsp; Knowledge of Terraform is a plus
We are looking forward to receiving your resume. Our selection process consists of an introductory interview with the team in Belgrade, and a professional interview with our IT experts in Kazan. We endeavor to make our selection process as quick and as transparent as possible &ndash; don't hesitate to ask if you have any questions. Please, bear in mind that only shortlisted candidates will be contacted for an interview.

Senior Linux Administrator

<a href="https://icl-services.com/eng/company/about/" target="_blank">ICL Services</a> is one of the leading outsourcing companies according to the International Association of Outsourcing Professionals&rsquo; annual rating (IAOP) and core partner of <a href="https://www.fujitsu.com/global/services/" target="_blank">Fujitsu</a>. Today, the company works with more than 80 major clients from 30 countries. We are dynamic, determined, and provide a broad scope of services to some of the largest and most diverse companies in the world. For this, we are also well-respected and constantly strive to maintain our standards of professional excellence and ethical conduct.
What we offer:
<ul>
<li>A full-time employment contracts</li>
<li>An opportunity to work on challenging projects with some of the world's largest Companies from UK, Western, Central Europe and Nordic countries</li>
<li>Compensation package:</li>
<li>Rewarding system with several types of Bonuses</li>
<li>Private health insurance</li>
<li>Day-off for the exam preparation</li>
<li>Day-off for Saint Patron&rsquo;s Day (slava) also when it is on non-working day</li>
<li>Possibility to have up to 26 vacation days</li>
<li>Every newborn child receives a gift (300euros) from the Company</li>
<li>Possibility of international business trips</li>
<li>Opportunities for advancement within the Company:</li>
<li>20% of employees got salary raise or carrier growth</li>
<li>Opportunity to participate in various corporate programs&nbsp;</li>
<li>Interesting, creative, motivating, challenging and dynamic team-buildings&nbsp;</li>
<li>A highly professional and very friendly team you will enjoy being a part of</li>
<li>Opportunity to be a part of socially responsible business (various activities to support our employees and community generally)</li>
<li>Human corporate culture:</li>
<li>90% like the atmosphere in the company</li>
<li>94% trust the professionalism of colleagues and ask them for help in difficult situations</li>
<li>Comfortable office</li>
<li>Overtime working hours are recorded and compensated</li>
<li>The role holder is responsible for managing a team of people, or virtual team, planning and guiding service delivery, achieving required service levels and customer satisfaction. Role holder deploys, manages and develops people, aspires to deliver outstanding service in collaboration with end customer and/or 3rd party contractors</li>
</ul>
Description
<ul>
<li>Take responsibility for customer escalations and act as a technical point of escalation both in and out of hours as required&nbsp;</li>
<li>Provide assistance in the resolution of high priority incidents and problems</li>
<li>Resource allocation/scheduling to meet changing priorities or issues on services, applying exclusions to standard ITSM processes where required</li>
<li>Figure out and cascade technical requirements between teams and Service Owner&nbsp;</li>
<li>Highlight service risks and technical improvements to Service Owner/Account Team</li>
<li>Application/service-related activities control and coordination&nbsp;</li>
<li>Establish, control and oversee delivery of service/application operations through monitoring, auditing, reporting and developing additional (next to contractual) metrics where required</li>
<li>Set and cascade business/service objectives and targets to the teams supporting service/application</li>
<li>Protect the live service/application and technology infrastructure with appropriate rigor</li>
<li>Uses strengths of team to achieve effective and efficient delivery of service within Service Level Agreement. (SLA)</li>
<li>Continually lead improvement via CSIP</li>
<li>Work closely with the Project Management Office to ensure new services are properly handed over to Operations</li>
</ul>
Requirements&nbsp;
<ul>
<li>More than 1-3 years of experience on Team Leader position</li>
<li>Fluent Speaking English</li>
<li>SQL</li>
<li>Experience in collaboration with the external Customer, managing his expectation</li>
<li>Strong technical background in 2-3 technologies: Active Directory, DHCP, DNS, Networks, Databases, Virtualization, Orchestration, Monitoring, Wintel Servers, Unix Servers, Office 365, Citrix, VDI, Azure, End User Services</li>
<li>Ability to demonstrate strong skills in the following people and service management areas:</li>
<li>Scope Control</li>
<li>Delegation and Control</li>
<li>Effective utilization</li>
<li>Teambuilding techniques &nbsp;</li>
<li>ITIL practices</li>
</ul>

Technical Services Manager

<a href="https://icl-services.com/eng/company/about/" target="_blank">ICL Services</a> is one of the biggest and oldest Russian IT companies and in top 100 world IT outsourcing companies. Today, the company works with more than 80 major clients from 30 countries. We are dynamic, determined, and provide a broad scope of services to some of the largest and most diverse companies in the world. For this, we are also well-respected and constantly strive to maintain our standards of professional excellence and ethical conduct.
What we offer:
<ul>
<li>A full-time employment contract</li>
<li>An opportunity to work on challenging projects with some of the world's largest companies</li>
<li>Flexible working hours, home office possibility once up to twice in the week</li>
<li>Compensation package (private health insurance, team-buildings, professional education and certification)</li>
<li>Opportunities for advancement within the company:
<ul>
<li>50% of employees&rsquo; got salary raise</li>
<li>30% of employees&rsquo; had a career growth</li>
</ul>
</li>
<li>Opportunity to participate in various corporative programmes (MVP - mentoring program)</li>
<li>Opportunity to be a part of socially responsible business (various activities to support our employees and community generally)</li>
<li>Modern and comfortable office in New Belgrade</li>
<li>A highly professional, but very friendly team you will enjoy being a part of</li>
<li>Overtime working hours are recorded and compensated</li>
<li>Human corporative culture:
<ul>
<li>80-85% of our employees appreciate humane corporate culture in ICL Services</li>
<li>85-90% of employees says that they work with great people</li>
</ul>
</li>
<li>Professional education and certification &ndash; ICL genuinely values its employees and works continually on knowledge improvement across the business spectrum</li>
</ul>
Responsibilities:
<ul>
<li>Start career on high note</li>
<li>Put your language skills to practical use</li>
<li>Work with people from all around the world</li>
<li>Gain access to vast variety of technical and soft skill training</li>
<li>Gain unique experience</li>
</ul>
Requirements:
<ul>
<li>Advanced Czech Language knowledge</li>
<li>Advanced English Language knowledge</li>
<li>Strong English-Slovenian translation experience</li>
<li>Good communication skills</li>
<li>Good presentation skills</li>
<li>Documentation creation skills</li>
<li>Team player customer service / IT experience will be an asset</li>
</ul>
We are looking forward to receiving your resume. Our selection process consists of an introductory interview with the team in Belgrade, and a technical interview with our IT experts in Kazan. We endeavor to make our selection process as quick and as transparent as possible &ndash; don't hesitate to ask if you have any questions. Please, bear in mind that only shortlisted candidates will be contacted for an interview.

ICL Services and solutions d.o.o.