; Technology - Incident Coordinator - Hungary/Serbia - Hungary Vacancy - Envision Pharma Group

Incident Coordinator - Hungary or Serbia - Remote


Position summary

The Incident Coordinator is accountable for the entire ticket lifecycle; ensuring that incidents are handled appropriately and to completion while maintaining our quality standards. You will analyse incoming and outgoing ticket trends and continuously improve our ticketing process for ultimate client quality and satisfaction.

This is a fully remote position, available from anywhere in Hungary/Serbia.

Key responsibilities

• Dispositions all tickets as they come in which includes triaging and setting the classification of each incident.
• Coordinates with the business to understand requirements and delegate tickets accordingly.
• Manages Tier I tickets which are education, admin, identifying knowledge base articles based upon ticket trends- from metrics in order to pass these on to Client Engagement.
• Works collaboratively with applicable teams and engages with business partners to ensure implemented tools and technologies are being utilized to their fullest potential and incidents are resolved.
• Responsible for Service Level Agreement (SLA) management.
• Conducts frequent and in-depth ticket reviews to ensure tickets are progressed efficiently and resolved in accordance with SLA.
• Develops metrics and dashboards in JIRA
• Analyse and utilise data from metrics to keep current with incoming and outgoing incident trends. Communicates back to the business and runs continuous improvement efforts to resolve trends.
• Owns, updates, and communicates the content within the Operations Manual for Production Support.
• Other projects and duties as assigned.

Skills and experience required

Technical skills and experience:
• Minimum 3 years of experience working in a support organisation, with one year of experience in managing multiple projects
• Hands-on experience working in Jira or a similar incident management system
• Customer service experience
• Experience in documentation management, change management, gathering processes, and prioritisation
• Must: Upper-Intermediate/Advanced English skills
• Good understanding of the Software Development Lifecycle
• Microsoft Suite proficiency
• BSc degree in any relevant field is highly desirable
• Plus: Technical writing skills, experience within the pharmaceutical industry

Soft skills:
• Ability to understand defined project plans and deliverables
• Ability to execute general direction and follow up to ensure all teams are working efficiently and are not being impacted or redirected due to other priorities or lack of scope
• Ability to understand and escalate issues to management as appropriate
• Ability to create and organise reports and project tracking plans and be able to report out and communicate to differing levels of the organisation effectively.

What we offer

Professional and personal growth: We are committed to developing our colleagues and maintaining a culture that encourages personal and professional growth. There are several career paths within the company: you can deepen your technical expertise and explore other opportunities at Envision.

Great team and company: We truly believe that our strength is in our people. Our team work together as a global team, we have a friendly and inclusive team, with members in Central Europe (45 employees) and offices in Szeged and Szabadka (Subotica). In this role, you will be also working with US East Coast-based colleagues.

Flexibility: We trust that you know best where and when you can work most efficiently. We have fully remote positions (of course you can come into Szeged/Szabadka office if you prefer) and flexible working hours.

Benefits package:

• Annual bonus: you will receive the year-end bonus based on your performance and the company’s performance.
• Local benefits: SZEP card
• Share option scheme: we want everyone involved in Envision Pharma Group’s success, that’s why we have a generous team profit-sharing scheme.
• Employee Assistance Programme: a trusted vendor company provides support in legal, financial, and mental health questions.
• We put a premium on well-being and mental health: we have an internal initiative, InThisTogether, we organise company activities on various mental health topics.

Apply now