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We are looking for a Incident Manager Incident Manager The role of Incident Manager is to ensure the goals of the Incident Management process are achieved. The main objective is to restore normal service as soon as possible. Normal service should based on customer perspective and should be explicitly be defined in a SLA. RESPONSIBILITIES ·Drive the efficiency and effectiveness of the Incident Management process ·Ensure all Incidents are correctly prioritized, categorized, routed, restored/resolved and closed as per the Process defined and agreed with the Customer ·Regular communication updates to the Customer, End-Users and other Stakeholders during the entire Incident Management cycle ·Knowledge management activities - creation and sustenance ·Meet the SLAs and other KPIs agreed and produce the Process Performance Reports ·Ensuring Process adherence across the Account and extending the Support for Process audits and assessments. ·Bring in Service improvements and close the Gaps as per the Audits and Assessments ·Conduct Incident and Major management training and spread awareness ·Monitor the effectiveness of the IT Service Management tool and ensure it is aligned to the process execution KEY SKILLS AND COMPETENCIES ·Excellent people management and operational skills ·Ability to interact with all levels of the Customer and IT provider organization ·Good presentational skills ·Effective communication skills ·Reasonable technical understanding and an ability to translate technical requirements and specifications into easily understood business issues ·ITIL 4 Foundation Level Training ·5-8 years of experience in IT Service Management Have we piqued your interest? Then please contact Kerstin Pidde or Frank Giese.