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Incident Manager

Diebold Nixdorf

Place of work
Contract type
Wage (gross)
From 1 600 EUR/month

Information about the position

Job description, responsibilities and duties

Position Overview
Responds to, facilitates and administers ITIL and related service support processes for assigned accounts. Resolves service requests and associated service issues in real time. Proactively monitors open tickets to ensure achievement of contracted service levels. Post processes service requests by documenting individual services / agreements and verifying debriefing information.

You are responsible for
• Provides Incident Management support for more complex customers / services.
• Serves as a contact point for customers in the context of specific services and escalation management.
• Proactively notifies customers and internal stakeholders of potential issues impacting service performance; provides regular status updates as required.
• Coordinates service resolution engagement work across internal, supplier and other parties.
• Manages resolution of ticket-specific service delivery issues.
• Performs root cause analysis of recurring issues and proposes specific ‘get well’ plans to achieve sustainable resolution.
• Verifies debriefing of calls and collects / records missing information.
• Post processes incorrect or incomplete debriefed calls, informing all stakeholders of remedial actions to prevent similar concerns in future.
• Recommends and supports implementation of service optimization / improvements.

Employee perks, benefits

• Starting salary 1600 EUR gross / month depending on experience
• annual bonus of 10% calculated on the basis of personal performance and company results
• 25 days of annual leave
• public transport contribution
• meal voucher contribution on top of law
• supplementary pension insurance in the amount of 3% of the salary (after 6 months from the date of commencement)
• 27 EUR per month contribution to HO
• 2 days of paid leave for voluntary activities
Why should you join Diebold Nixdorf?
Brightest minds + technology and innovation + business transformation The people of Diebold Nixdorf are 23,000+ teammates of diverse talents and expertise in more than 130 countries, harnessing future technologies to deliver personalized, secure consumer experiences that connect people to commerce. Our culture is fueled by our values of collaboration, decisiveness, urgency, willingness to change, and accountability.
–Diebold Nixdorf is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
** To all recruitment agencies: Diebold Nixdorf does not accept agency resumes. Please do not forward resumes to our jobs alias, Diebold Nixdorf employees or any other organization location. Diebold Nixdorf is not responsible for any fees related to unsolicited resumes**

Requirements for the employee

Candidates with education suit the position

University education (Bachelor's degree)
University education (Master's degree)

Language skills

English - Upper intermediate (B2)

Number of years of experience


Personality requirements and skills

• University degree and 4+ years’ relevant experience (ITSM Management) OR equivalent combination of education and experience
• Excellent management, interpersonal, communication, presentation, and organizational skills
• Self-driven to achieve goals independently as well as work in an international team
• Ability to speak and write English B2+
Preferred Qualifications:
• ITIL certificate


Brief description of the company

Expect more. Connect more. Be more at Diebold Nixdorf. Our teams automate, digitize, and transform the way more than 75 million people around the globe bank and shop in this hyper-connected, consumer-centric world. Join us in connecting people to commerce in this vital, rewarding role.


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