Incident Manager with German Language

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