Incident manager

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

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Incident Manager

Incident Manager urgently required for interesting contract in Munich, Germany

6 month rolling contract based in Munich, Germany

The Incident Manager will ideally have the following skills and expertise:

  • 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

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