Global IT Incident Manager

Duties and responsibilities


* Cooperation with the regional or local Incident Managers to plan and coordinate all process activities
* Discussing optimization potential with global function teams and regional or local Incident Managers
* Continuous review of the efficiency and effectiveness of the Incident Management process
* Identification of optimization potential for improvement of customer satisfaction and service quality
* Identification of process improvements
* Reporting of necessary process changes to the process owner
* Monitoring and reporting of process performance
* Ticket analyses and tracking all over the support chain
* Support with clearing tickets and requests



Professional and personal competencies


* Educational degree/certificate in an information technology related field
* Practical experience in Service Management, in particular Incident Management
* Experience in using common ITSM tools (ideally ServiceNow), ITIL certification desirable
* Ability to analyze hardware and/or software problems
* Knowledge of computer systems, hardware, software, and peripheral equipment
* Excellent communication and de-escalation skills on customer and management level
* Very good verbal and written language skills in English (C1 – Advanced)