Senior Incident Manager_DE

Job Description

Industry: Information Services, IT Services and IT Consulting, and Telecommunications
Seniority for this role: Not Applicable
Your day to day: We are seeking a Senior Incident Manager to lead and enhance our critical incident management process. In this role, you will ensure efficient resolution of IT infrastructure incidents, coordinate continuous service improvement (CSI) projects, and guide the Incident Management team. This is a pivotal position to maintain the stability, reliability, and performance of our IT services, while proactively improving systems to deliver exceptional customer satisfaction. With these activities you will have a great impact on our business: Incident Management: Serve as the primary escalation point for IT application and system incidents, managing resolution processes through BMC Remedy or equivalent tools. Root Cause Analysis: Coordinate technical teams to investigate defects, identify root causes, and implement both temporary and permanent solutions. Continuous Improvement: Lead CSI initiatives, analyzing recurring incidents to develop preventative measures, optimize system performance, and reduce future issues. Leadership & Mentorship: Provide guidance to the Incident Management team, ensuring adherence to processes, continuous learning, and delivery of exceptional results. Project Coordination: Oversee improvement projects, ensuring timely implementation of software or hardware modifications, and drive compliance with SOX and organizational standards. With these skills you are a great candidate: Incident & Problem Management: Expertise in managing IT incidents, defects, and root cause analysis using tools like BMC Remedy. Continuous Improvement: Proven ability to lead CSI initiatives, implement preventative measures, and optimize IT system performance. Leadership & Coordination: Skilled in mentoring teams, managing escalations, and coordinating cross-functional technical teams effectively. Project Management: Strong capabilities in planning, tracking, and delivering projects, ensuring compliance with organizational standards. Analytical & Reporting Skills: Advanced proficiency in analyzing data, tracking KPIs, and generating actionable insights to drive performance improvement. Sounds like the perfect job? We’ve got even more to offer: Hybrid way of working Medical and dental services Life and hospitalization insurance Dedicated employee phone subscription Take control of your benefits and choose any of the below options: MEAL TICKETS/ PRIVATE PENSION/ VACATION VOUCHERS/ CULTURAL VOUCHERS within the budget. Special discounts for gyms and retailers Annual Company Bonus Loyalty Programme Ongoing Education – we continuously invest in you to ensure you have everything needed to excel on the job and enhance your skills You get to work with tried and trusted web-technology Getting in on the ground floor of a technology changing company We let you write your own story by planning vacations: go for a trip, experience new things, have fun and enjoy your 23 days off. Special Paternal Program – 4 months of paid paternity leave We recognize and celebrate the importance of diversity and inclusivity in our workplace so that we are as diverse as the customers and communities we serve. We do not tolerate any form of discrimination especially related to but not limited to race, colour, age, veteran status, gender identification, sexual orientation, pregnancy, ethnicity, disability, religion, political affiliation, trade union membership, nationality, indigenous status, medical condition, HIV status, social origin, cultural background, social or marital status. Worried that you don’t meet all the desired criteria exactly? We are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. So, if you’re excited about this role but your experience doesn’t align exactly with every part of the job advert, we encourage you to apply as you may be just the right candidate for this role or another role, and our recruitment team can help see how your skills fit in. #_VOIS Show more Show less