What will you do?

General description
Overall responsibility for an Incident and its rectification in strict accordance with standards (as appropriate by means of Service Level and/or Operational Level Agreements) and is also responsible for correctness and completeness of documentation within the Incident Record.

Key accountabilities:
Handle the Incident during its whole existence with strict observance of SLA/OLA (avoiding long-dated-tickets, avoidance of preventing idle periods of Incident Records)
Accountable for regular reporting about progress of incident solution to all stakeholders
Control correct assignment of Incidents
Coordinate information on time in case of critical incidents or impending breaches of SLA/OLA
Plan and organize the completeness and quality of all necessary information of the Incident during its whole existence until the accepted removal of the issue
Clarify all responsibilities being unclear
Schedule the Incident
Classify and prioritize the Incident
Make a diagnosis of the Incident
Coordinate solving of the Incident and closing of the Incident
Initiate the Major Incident Process on suspicion of a Major Incident
Handle hierarchical escalation - requesting resources - Functional authorization of sectors involved

You will succeed if you:

Requirements
Experience:
Process, Organisation and Quality Management - 2 years minimum 

Soft skills:
Strong Communication skills - Intermediate
Analytical thinking - Intermediate
Presentation skills - Intermediate
Organisational skills - Intermediate
Flexibility and Stress resistance - Intermediate


Other skills:

Ability to work autonomously
Understanding of business environment and IT, processes, organization
Customer oriented, initiative and enthusiastic
Results oriented, persevering, able to complete task on time under pressure
Works on assigned tasks independently

Why should you choose us?

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

Benefits with * are applicable also to part-time positions.
This information may be subject to changes and other internal rules.

Wage (gross)

1 000 EUR/monthFinal 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 1000 € /brutto.

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