Incident Manager with German Language

Unique People, s.r.o.

Place of work
Remote work
Contract type
full-time, trade licence
Start date
ASAP
Wage (gross)
1 400 EUR/month

Information about the position

Job description, responsibilities and duties

We are looking for a skilled Incident and Problem Manager with the communicative level of the German language

This position consist of 2 combined customer dedicated roles:
The Incident Manager has authority to manage Incidents and High Priority Incidents effectively through First (1st), Second (2nd), Third (3rd) Level Support as well as to approach all necessary 3rd party resources (customer/vendors) whilst regularly communicating status, next steps and incident resolution.
The Problem Manager is focused on finding the error of unknown cause (unknown errors) as a problem in the known bugs (known errors) and convert this to find a sustainable solution for reducing the number and severity of incidents and to increase the availability and quality of services.

You are responsible for
• Both of the processes from start to end
• Providing an efficient and effective process flow
• Seeking the release of process change and supports Process Owner
• Ensuring compliance with the specifications in the operating process
• The effective and efficient implementation of the process
• Performing the appropriate reporting
• Being available to the Incident Coordinator in all escalators aspects
• Cooperation regarding provider control 1st LevelSupport (Service Desk)
• Treatment of persistent (continuing) problems and preventive activities to avoid incidents
• Managing all the problems in the course of their life cycle
• Creating, updating, and managing problem report to the final solution
• Quality control of the problem ticket until the final solution (closure)
• Coaching/moderation of problem analysis with specialists or task force
• Regular status report to specified recipients
• Performing trend analyses
• Implementation of Major Problem Review
• Initiating or participating on a Problem Board
• Active collaboration with other processes such as Change/Request management and CSI

Requirements for the employee

Candidates with education suit the position

Secondary with school-leaving examination
Follow-up/Higher Professional Education
University education (Bachelor's degree)
University education (Master's degree)
Postgraduate (Doctorate)

Language skills

German - Upper intermediate (B2) or English - Intermediate (B1)

Other knowledge

ITIL framework - advanced
Incident management - advanced

Number of years of experience

1

Personality requirements and skills

- Ability to speak German and English language on communicative level
- Very good management, interpersonal, communication, presentation and organizational skills
- Self-driven to achieve goals independently as well as work in an international team
- 1-year experience working in an Incident Management role and driving process improvement initiatives
- ITIL v3 Foundation would be a plus

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Brief description of the company

We are a team of ICT experts, who specialize in ICT service design, transition & transformation, and infrastructure management. Our concept and approach are proven by years of experience with large global transformation projects. Our domains are utility, banking, and telecommunications industries.

Number of employees

50-99 employees

Company address

Unique People, s.r.o.
Pražská 2
04001 Košice
http://www.uniquepeople.sk
ID: 4023569  Megjelentetés dátuma: 21.1.2021  Alapbér (bruttó): 1 400 EUR/month