Incident Management Support/German

Vor Ort
3 months
SEC Recruitment Ltd
flag_no Deutschland

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I am looking for Incident Management Support
Based in GERMANY
Eschborn Germany
Daily rate negotiable per day
Language(s): English, German appeciated
support for a Bank Client

Scope of Position (local, regional or global): Local, with some regional travel

Department Information
Department Name: Global Incident Management, Incident Management Support

Job Location: Regional, EMEA incl UK

Key Objectives
The Incident Management Support team are to support the Incident managers to ensures the efficiency and effectiveness of the Incident Management process by monitoring key indicators to judge, control, steer and measure, report, compare and manage the process.

They have a responsibility to assist the Incident Managers by providing key information to aid the understanding of an incident whilst helping to provide data to assess and resolve Incident's as they occur; ensuring correct impact is determined, escalations are managed, communication is controlled (and is clear, succinct and factual) whilst at the same time focusing the efforts of the required teams to recover service as quickly as possible. They will act as the scribe during each Incident, providing information to the Incident Managers during and post incident, both directly and within the Incident Management tool.

They will assist the Incident Managers by providing correct and clear reporting to the Problem Management function to ensure efficient root cause analysis for complete remediation.
It is also their responsibility to support the continuous improvement program, control reports and make them available to Users and Customers.

A understanding of the Incident Management process is required to be a member of this team.

Skill Requirements
Professional and personal skills:
*Ability to listen and understand without interruption
*Integrity, trust & fairness
*Communication, written and verbal
*Analysis & problem solving
*Relationship building
*Customer & Service Orientation
*Business & Product knowledge
*Technology knowledge & expertise
*Openness to innovation & change
*ITIL Foundation/Practioner in Incident Management
*Acceptance of over hours and shift work

Direct Reporting Line: Team lead incident management support team
Dotted Reporting Line: None

Education and professional Experience:
technical education, Grads and Trainee can start in this position

Language(s): English, German appeciated