IT Incident & Problem Consultant

Vor Ort
6 - 12 Months+
Gazelle Global Consulting
flag_no Deutschland

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IT Incident & Problem Consultant

I am currently hiring an IT Incident & Problem Consultant for a project in Munich with a multinational client.

The IT Incident & Problem Consultant will to support and enforce the IT Incident & Problem Management function to implement industry standard ITIL procedures and best practices to help recover from the outages which disrupt business functions.

  • Provide regular incident bulletins to IT support staff concerning open incidents and service requests
  • Develop, co-ordinate and promote incident management activities across the whole of IT and take responsibility for the effective functioning of the Incident Management processes across all support areas
  • Provide expert advice to all support staff in the resolution of Incidents, including negotiation with customers and service teams in order to resolve issues which may delay resolution
  • Actively monitor open Incidents to resolution
  • Ensure effective and rapid response to Major Incidents
  • Provide status updates and communication with business
  • Review and recommend, as appropriate, changes to support processes to ensure continuous improvement of the incident management process
  • Provide guidance on Incident Management to all support staff and assist in their training and knowledge development
  • Produce metrics for service performance both on a regular and an ad hoc basis
  • Ensure regular reporting on key service performance and quality metrics
  • Oversee and take ownership of customer escalations relating to IT service
  • Responsible for Problem analysis detection and logging.
  • Responsible for ensuring solutions are applied appropriately to Problems and safeguards to ensure the solution does not cause further difficulties.
  • Work with all stakeholders to identify root causes

The IT Incident & Problem Consultant that the client is after will have the following:

  • Wide breadth of IT knowledge
  • Good understanding of ITIL and its related processes, particularly Incident & Problem Management
  • Proven ability being a team player
  • Excellent communication skills both verbal and written, with the ability to tailor communication to the intended audience
  • Ability to prioritize and work calmly in a sometimes volatile environment
  • Excellent customer support & soft skills
  • Written/spoken German is a nice to have

If you are interested in this position, please send me your CV ASAP for immediate consideration.

If you are not interested in the role but know someone that may be interested or a good fit for it, please help me and them out by sending me their details or them the details of this role so they can get in touch with me about it.