Major Incident Manager
vor 2 Wochen
**Deine Verantwortung**:
- Du beteiligst Dich an allen Major Incidents und richtest bei Bedarf technische und Management-Bridges ein.
- Du hilfst bei Non-Major Incidents auf Anfrage von Service Delivery Managern oder Service Desk, die als Major Incidents eingestuft werden sollen, und stellst die Teilnahme der erforderlichen technischen Ressourcen und des Senior Tower Managements an technischen Brücken sicher
- Du erstellst und pflegst Kunden-Updates während des Incidents über definierte Kanäle und sind verantwortlich für die Provider-Management-Kommunikation über Mobile Messaging und E-Mail
- Du stellst sicher, dass die Aktualisierungen in gleichbleibender Qualität erfolgen und erstellst einen Major Incident-Datensatz im ITSM-Tool, aktualisierst und pflegst die Qualität der Daten im Datensatz
- Darüber hinaus versammelst Du geeignete Ressourcen (Management und Technik) und ggf. Kundenvertreter und Fachexperten im Major Incident Resolution Team
- Du stellst eine enge Verknüpfung mit allen ITIL-Kernprozessen als Teil des End-to-End-Prozesses her (z. B. Problem Management)
**Deine Skills**:
- Du hast Dein Studium der Wirtschaftsinformatik erfolgreich abgeschlossen oder verfügst über eine vergleichbare Qualifikation mit technischem und/oder betriebswirtschaftlichem Hintergrund
- Du verfügst über langjährige technische Erfahrung in der IT sowie über vertiefte Kenntnisse im Incident Management und anderen Service Management Prozessen
- Du verfügst über umfassende Erfahrungen in komplexen und/oder globalen Projekten/Service-Operationen sowie in der Managementkommunikation und im Qualitätsmanagement
- Du hast insgesamt 10 Jahre Erfahrung in der IT (Infra und/oder Apps)
- Du bringst die Fähigkeit mit, in einem Umfeld mit hohem Druck zu arbeiten
- Verhandlungssicheres Englisch (in Wort und Schrift), Deutsch ist von Vorteil
- Microsoft Office, Excel, Team etc - Standard.
- Erfahrung mit ServiceNow ist von Vorteil
**Benefits**:
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Flexible Arbeitszeitgestaltung**:
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Attraktive Weiterbildungs
- und Entwicklungsmöglichkeiten**:
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Interessante und abwechslungsreiche Tätigkeiten/Projekte**:
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Eingespieltes und dynamisches Team**:
- **Internationales Umfeld
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