Senior Incident / Problem Management Analyst@ A1

About The Role

Strength. Care. Growth

A1 Competence Delivery Center is a vital component of A1’s telecommunications business. Acting as an expertise hub, CDC is dedicated to delivering a full range of high-quality IT, network, financial and other services to support A1’s operations across all OpCos, independent of location.

Using the power of being OneGroup and leveraging synergies, CDC enables transparency of resources, key skills and knowledge expansion and personal career growth opportunities’ enhancement, paired with job stability.

You will know we are the right place for you, if you are driven by:

Opportunities to learn and build your career.
Meaningful work in a stable and fast-paced company.
Diversity of people, projects, and platforms.
A supportive, fun, and inspiring place to work.

Role insights:

Manage the end-to-end incident lifecycle, from identification and logging through resolution and closure.
Ensure incidents are appropriately categorized, prioritized, assigned, and escalated.
Lead and coordinate major incidents (P1/P2) to minimize business impact and ensure timely service restoration.
Identify recurring incidents and initiate problem management activities to address root causes.
Prepare incident reports, communicate status updates, and coordinate post-incident actions.
Collaborate with technical teams and stakeholders to drive continuous service improvement.

What makes you unique:

3+ years of experience in Incident Management, IT Operations, or IT Service Management.
Strong understanding of ITIL Incident and Problem Management processes.
Experience in incident reporting, root cause analysis (RCA), and post-incident reviews.
Hands-on experience with ITSM tools such as ServiceNow, Jira Service Management, or similar.
Experience managing high-priority incidents and coordinating cross-functional teams.
Strong analytical, communication, and stakeholder management skills.
Experience working in 24/7 IT support and ITIL Foundation certification will be considered an advantage.

Our gratitude for the job done will be eternal, but we’ll also offer you:

Innovative technologies and platforms to work with.
Modern working environment for your comfort.
Friendly, ambitious, and motivated teammates to support each other.
Thousands of online and in-person learning opportunities for you to grow.
Challenging assignments and career development opportunities in multinational environment.
Attractive compensation package.
Hybrid working model.
Numerous additional benefits, including, but not limited to free A1 services.

If you have any questions, please do not hesitate to contact Silviya Kamenarova.