Remote-German-Speaking Incident Manager for a Leading IT Service Provider
A prestigious IT service provider, renowned for its commitment to excellence and innovation, is seeking an experienced Incident Manager. This pivotal role focuses on minimizing the impact of incidents on business operations, ensuring the restoration of normal service operations as swiftly as possible while meeting agreed service level agreements (SLAs) and maintaining high customer satisfaction.
Role Highlights:
Oversee the Incident Management process to drive efficiency, effectiveness, and adherence to SLAs, ensuring a fast restoration of normal service operations.
Ensure accurate prioritization, categorization, and routing of incidents, in line with defined processes and customer agreements.
Maintain clear and consistent communication with customers, end-users, and stakeholders throughout the incident life cycle.
Engage in knowledge management activities to capture and disseminate incident resolution information.
Produce detailed process performance reports, meeting SLAs and other key performance indicators (KPIs) to track and report on incident resolution efficiency.
Conduct regular audits, service improvement activities, and training sessions to enhance the Incident Management process and tool effectiveness.
Your Qualifications:
A minimum of 5-8 years of experience in IT Service Management, with a strong background in Incident Management.
ITIL 4 Foundation Level certification, demonstrating a thorough understanding of IT service management best practices.
Excellent leadership and people management skills, with the ability to manage cross-functional teams effectively.
Advanced level of German to communicate effectively with stakeholders and customers.
Strong technical acumen with the ability to understand and translate technical issues into clear business impacts.
Outstanding communication and presentation skills, capable of engaging with all levels of the organization.
Rewards and Benefits:
A competitive salary package, commensurate with your experience and skills.
Opportunities for professional growth and development within a leading IT service provider.
Access to cutting-edge technology and methodologies, keeping you at the forefront of IT service management.
A comprehensive benefits package, including health and wellness programs.
A dynamic and supportive work environment that fosters innovation and continuous improvement.
IT Jobs Worldwide
IT Jobs Worldwide is a premier recruitment agency specializing in the IT sector. We connect top talent with the best opportunities in IT service management, software development, cybersecurity, and more. With a wide network of clients and candidates, we are dedicated to fostering successful careers and ensuring organizations achieve their operational goals through excellence in IT staffing.
IT Jobs Worldwide is part of the Worldwiders brands, with more than 80 colleagues all over Europe. We have offices in Oslo, Tallinn, Malaga, Barcelona, Malta, and Lisbon. With over 300 clients in over 30 countries, our recruitment solutions are tailormade and set up to add value that benefits the matchmaking process.
