Major Incident Manager

We are looking for a Major Incident Manager to join our global team.

As an Incident Manager, you'll be the frontline defender against critical incidents, leading global teams to swift resolutions. You'll communicate clearly with stakeholders at all levels, manage multiple tasks under pressure, and ensure our clients' digital worlds keep turning smoothly. Your expertise will directly contribute to our mission of creating secure and efficient information spaces for organizations worldwide.

• Oversee critical incident resolution in complex environments, engaging global support teams
• Lead virtual technical teams, driving troubleshooting and recovery with authority
• Create clear, accurate communication during incidents, including to senior management
• Verify incident severity and execute appropriate management processes
• Coordinate service restoration with technical experts and service managers
• Manage the MIM Hotline Duty, rotating with your team to provide 24/7 coverage
• Update and maintain customer information sheets for handling major incidents

Requirements:

• Fluency in German and English
• Excellent communication skills, both written and oral
• Detailed knowledge of Incident Management processes and ITIL best practices
• Experience in a customer service environment
• Competence with Microsoft Office and ServiceNow
• Ability to work in a fast-paced, ever-changing environment
• Willingness to work on shift/on-call patterns