Incident Manager Service Desk Owner with a Focus on Application Support

We are looking for an Incident Manager to join our AMS team and take day-to-day responsibility for the operation of the Service Desk supporting a portfolio of production applications.
We are not looking for someone who simply forwards tickets. We are looking for an operational owner of the queue who can manage incidents communicate effectively with customers and technical teams prioritize work and perform an initial application-level analysis.

Monitor and manage the Service Desk queue during business hours.
Triage incidents service requests and bugs.
Determine priorities based on business impact and urgency.
Coordinate assignees next steps escalations and ticket updates.
Communicate with customers Service Delivery Managers (SDMs) and technical teams.
Perform initial application analysis including reviewing logs data integrations monitoring outputs and reproducing issues.
Maintain backlog hygiene work logs recurring incident tracking and links to bugs or Root Cause Analysis (RCA) activities.

Experience in application support incident management or service desk operations for production systems.
Practical knowledge of ticketing tools ideally Jira Service Management or ServiceNow.
Ability to read logs work with basic data queries and appropriately escalate technical issues.
Clear and concise communication with both technical teams and business users.
Ownership of outcomes not just formal ticket handovers.
Ability to work under pressure and prioritize based on real business impact.

Nice to Have
Experience in the energy sector trading environments or other business-critical operations.
Practical knowledge of ITIL RCA problem management runbooks and knowledge bases.
Experience with Azure monitoring tools integration scenarios SQL or APIs.

This role is ideal for someone who values operational excellence takes ownership follows issues through to resolution and combines technical curiosity with strong communication skills.

Operating Model
Business Hours: 8 hours per day 5 days per week. During this time active ownership of the incident queue and responsibility for the day-to-day operation of the Service Desk is expected.
On-Call Rotation: Participation in an on-call rotation outside of business hours. Coverage includes 16 hours on weekdays and 24 hours on weekends.
Rotation Schedule: Weekly on-call shifts typically once every six weeks. The on-call duty primarily focuses on handling urgent incidents that have an impact on business operations or service availability.



What we offer
Great mixture of friendly atmosphere and stability of one of the biggest IT companies (Our employees stay with us for more than 8 years on average)
Possibility to purchase company share and participation in company profit
Professional growth and development through certified training programs and knowledge sharing
The full-time contract for an indefinite period
Flexible working hours
Multi-sport card
900 CZK/monthly for your leisure activities
140 CZK meal vouchers
5 weeks of vacation 3 sick days
30 days of fully paid sick leave
Company loan without interest
Mental health program


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• Incident Management

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Vaše práce vytváří hodnoty. Budete rozvíjet inovativní řešení a trvalé vztahy s kolegy a klienty a zároveň budete mít přístup ke globálním možnostem abyste mohli proměnit své nápady ve skutečnost využít nové příležitosti a těžit z předních odborných znalostí v oboru a technologií.

Budete rozvíjet svou kariéru tím že se připojíte ke společnosti která je postavena aby rostla a přetrvala. Podpoří vás vedoucí pracovníci kterým záleží na vašem zdraví a pohodě a kteří vám pomohou využít příležitostí k rozvoji vašich dovedností a rozšíření obzorů.

Přidejte se k nám k jedné z největších firem poskytujících poradenské služby v oblasti IT na světě.