E2E Incident Manager with German
E2E Incident Manager with German
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Job Description
Location: Poland - Pozna Job-ID: 210214 Contract type: Standard Business Unit: Service Desk
As an E2E Incident Manager you will be responsible for:
- Ownership of end to end management of incidents logged in the system for client to in order to reduce aged incidents drive the progression of incidents towards resolution quickly and to resolve incidents within SLA
- Close and regular coordination with all relevant functions such as quality and service management to ensure that your concerns are handled in the best possible way
- Identification of opportunities for process improvement and contribution to the development of best practices.
- Assessing agent performance against Critical Service Level indicators (CSL)
- Conducting training sessions for new joiners (in account) and during the implementation of new processes
- Administering post-training surveys and knowledge assessments
- Supporting agents in their daily tasks
- Providing feedback to agents (from request to resolution)
- Performing quality checks
- Participating in team meetings
- Creation of the necessary evaluations and reports
You are the ideal candidate if:
- You speak German and Englishon advanced level (min. B2 level)
- You have min. 6 months of experience in working in the Service Desk environment
- You have extensive knowledge of the necessary resources and tools such as ServiceNow Genesys knowledge databases and dashboards
- You have strong interpersonal skills excellent written verbal and presentation skills
- You have very good skills in interdisciplinary thinking and analysis
- You have a strong service-oriented culture with a strong focus on customer approach committed to exceeding customer expectations
- You demonstrate capacity for gathering and scrutinizing data to identify issues opportunities and patterns
- You are self-motivated with the ability to work unsupervised
- You are a team player and have willingness to cooperate between departments
We offer:
- Competitive salary and annual bonus (based on the goals fulfilment and internal regulations)
- Permanent employment contract
- Excellent benefits portfolio where you decide what to choose (cafeteria style)
- Global and local recognition programmes and contests
- Private medical healthcare additional day off for your birthday access to the Employee Assistance Programme
- Numerous local and global training opportunities access to self-learning platform (Udemy) as well as language courses
- You will join a dynamic and agile environment which provides an opportunity for you to make a real impact
Current information for our applicants
We have made our application and recruitment process virtual we are excited to bring talent like you on board to join our growing teams within Computacenter. Our recruiters remain available to you should you have any questions. We are looking forward to getting to know you!
About us
Computacenter is a leading independent provider of IT infrastructure services with about 20000 employees worldwide. We work at the heart of digitisation advising organisations on IT strategy implementing the most appropriate technology and managing our customers infrastructures.
We offer a friendly open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies personalities and strengths who want to live our shared value of teamwork and performance.
Interested in joining a company with a strong sense of community
Were growing. Were hiring. We encourage. We empower. We support.
#winningtogether #peoplematter
Required Experience:
Manager
Employment Type
Student
