On behalf of our prestigious partner company we are looking for an experienced Incident Manager to join their IT Service Management Team.

Major Incident Manager is responsible for defining and steering of the incident process for productive IT systems.

• Support the MIC Leads in case of a major incident (e.g. documentation, communication and collocation of analytical data)
• Contact person for all involved parties in the incident management process
• Nomination and involvement of required resources during incidents
• Invitation and dispatching of relevant information regarding incidents
• Evaluation of incident tickets to increase transparency and for reporting purposes
• Information and communication towards affected users in terms of impact and cause and expected resolution time of an incident
• Coverage of a 24/7 support model based on weekly on-call duties (1 week in every 6 weeks)
• Contribution to the optimization of the incident management process focusing on efficiency, transparency, end-to-end-responsibility and securing stable IT operations
• Cooperation with other process and product owners (e.g. change, problem and business service management) for continuous improvement of CPI management