Senior Lead Incident Manager with German (m/f/d)

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Team description Our team is all about working hard, having fun, and getting stuff done. We bring a diverse set of skills, experiences, and backgrounds to the table, which makes as a dynamic and creative force. Whether it's brainstorming ideas, solving complex problems, or tackling crew challenges, we're always up for the task. WHAT WILL YOU DO? Responsible for qualifying, validating, leading and escalating / de-escalating major (CBI - High / Critical) incidents. Responsible to open and lead technical conference calls. Need to own and coordinate Incidents, whilst ensuring that key milestones, KPI's and SLA's are achieved To create and distribute 'structured list' communications to key stakeholders in line with 'reference' process, keeping them informed of progress for resolution. Initiate root-cause analysis by providing information to Problem Management about major (CBI High / Critical) incidents which start the investigation into Problem tickets. Lead incident resolution whilst ensuring that KPIs and SLA are achieved. Reporting - Summarization of main facts about the issue itself within the Incident report (hereafter IR), pre-filling of necessary fields in the RCA document, measurement and reports of the ticket quality. Propose process improvements, drives a continuous improvement culture, developing people, improving productivity, quality. YOU WILL SUCCEED IF YOU: Have proven experience in managing and supporting IT infrastructure environments, with deep technical knowledge in at least one core IT service area (Windows, Linux, Storage & Backup, Cloud, etc.). Speak English and German at least at B2 level Are customer-oriented, initiative and enthusiastic Are results-oriented, persistent, and able to complete task on time under pressure Have detailed knowledge about ITIL especially about Service Operation's INM, PRM, CHM Have experience in leading projects and motivating others Have excellent judgment, tact, and decision-making ability Have strong coordination skills, including managing complex IT technical investigations Have excellent ability to work effectively with clients and senior management Can organize, present, and moderate management teleconferences in a structured manner Work in a very structured and self-reliant way

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Company Intel

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