Beschreibung
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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