Beschreibung
TätigkeitenbeschreibungFor one of our customers in the Munich region we are looking for a Specialist in Incident and Problem Management (m/f).
Tasks:
Support the client's global team at a local level. 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 servicee 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 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 related 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
Required Skills:
* More than 5 years of working experience
* Wide IT knowledge
* Good understanding of ITIL and its related processes, particularly Incident & Problem Management
* Good command of english language
Additional Skills:
* Written/spoken german language (nice to have)
* Proven ability being a team player
* Excellent communication skills both verbal and written, with the ability to customise communication to the intended audience
* Ability to prioritize and work calmly in a sometimes volatile environment.
* Excellent customer support & soft skills
Fähigkeiten (Must have)
Englisch, Incident Management, ITIL, Problem Management