Lead Incident Manager - Remote

Overview

The Lead Incident Manager will be responsible for steering procedures to solve complex major problems, analyzing incidents, and ensuring effective communication with stakeholders while managing service providers.

In Short

• Steering procedures to solve complex major problems
• Analyzing incidents and conducting root cause analysis
• Defining and tracking measures to avoid recurrence of incidents
• Communicating with stakeholders and initiating escalation procedures
• Functionally steering relevant service providers
• Designing and implementing quality assurance measures
• Involvement in strategic design requirements for problem management
• Practicing knowledge management

Requirements

• Fluent in German and English for customer communication
• Ability to present Root Cause to customers
• Experience in moderating calls
• Definition and structuring of workstreams
• Knowledge of ITSM tools (SNOW)
• Proficient in Microsoft Office
• Availability for on-call support

Benefits

• Basic understanding of IT concepts is advantageous
• Good communication skills in high-stress situations
• Opportunities for personal development
• Customer-centric work environment