IT Incident and Problem Specialist

Vor Ort
6 months + Extension
Next Ventures Ltd
flag_no Deutschland

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My client a leader in its field, based in Munich is urgently looking for an IT Incident and Problem Specialist.

The ideal candidate should have the following primary Skillset:

  • 5-8 Yrs of relevant exp
  • IT Infrastructure knowledge
    Good understanding of ITIL and its related processes, particularly Incident & Problem Management
    ITIL Certification Mandatory
  • Team player
  • Self-motivate
  • Communication skills

Job Description:

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 stakholders to identify root causes

For immediate consideration please get in touch directly:

Omid Next Ventures