Senior Lead Incident Manager with German (m/f/d)

Job Description

Team description

Our team is all about working hard, having fun, and getting stuff done. We bring a diverse set of skills, experiences, and backgrounds to the table, which makes as a dynamic and creative force. Whether it's brainstorming ideas, solving complex problems, or tackling crew challenges, we're always up for the task.

WHAT WILL YOU DO?

• Responsible for qualifying, validating, leading and escalating / de-escalating major (CBI - High / Critical) incidents.
• Responsible to open and lead technical conference calls.
• Need to own and coordinate Incidents, whilst ensuring that key milestones, KPI’s and SLA’s are achieved To create and distribute ‘structured list’ communications to key stakeholders in line with ‘reference’ process, keeping them informed of progress for resolution.
• Initiate root-cause analysis by providing information to Problem Management about major (CBI High / Critical) incidents which start the investigation into Problem tickets.
• Lead incident resolution whilst ensuring that KPIs and SLA are achieved.   
• Reporting – Summarization of main facts about the issue itself within the Incident report (hereafter IR), pre-filling of necessary fields in the RCA document, measurement and reports of the ticket quality.
• Propose process improvements, drives a continuous improvement culture, developing people, improving productivity, quality.                                    

Qualifications

YOU WILL SUCCEED IF YOU:

• Have proven experience in managing and supporting IT infrastructure environments, with deep technical knowledge in at least one core IT service area (Windows, Linux, Storage & Backup, Cloud, etc.).
• Speak English and German at least at B2 level
• Are customer-oriented, initiative and enthusiastic
• Are results-oriented, persistent, and able to complete task on time under pressure
• Have detailed knowledge about ITIL especially about Service Operation’s INM, PRM, CHM
• Have experience in leading projects and motivating others
• Have excellent judgment, tact, and decision-making ability
• Have strong coordination skills, including managing complex IT technical investigations
• Have excellent ability to work effectively with clients and senior management
• Can organize, present, and moderate management teleconferences in a structured manner
• Work in a very structured and self-reliant way                                                                             

Additional Information

Benefits

We believe in balance between work and personal life. An attractive and extensive work-life balance portfolio guarantees lasting motivation for employees and thus a better quality of life, promotes physical and mental well-being and contributes to a positive work environment. All this with the aim of providing more freedom in reconciling work, career growth, private life and individual lifestyle. Therefore we offer to our employees over 25 different benefits to improve their personal and professional life in these areas:

• Financial benefits
• Benefits with focus on learning and development
• Benefits with focus on health and sport
• Benefits with focus on family and work – life balance
• Other benefits

For more information about our benefits click to Benefits

Salary

Final salary is negotiable.

We are offering base salary depending on seniority level and previous experience of candidate. In addition to base salary we provide variable part and other financial benefits. Base salary will not be lower than 1800€ /brutto.

Additional information

* Please be informed that our remote working possibility is only available within Slovakia due to European taxation regulation.