Ľutujeme, spoločnosť ponúkajúca danú pracovnú pozíciu ukončila zverejnenie ponuky na stránke.
Ďakujeme za porozumenie.
Zobraziť podobné ponuky
Ďakujeme za porozumenie.
Zobraziť podobné ponuky
Incident Manager with German Language
Unique People, s.r.o.
- Place of work: Remote work
- Basic wage component (gross) and other rewards: 1 400 EUR/month
- Start date: ASAP
- Contract type: full-time, trade licence
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
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)
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
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
- 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
Advertiser
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