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We are seeking an experienced Incident Management Specialist to oversee and manage defects, incidents, and escalations across IT applications and systems, including software, infrastructure, and networks. This role ensures timely resolution, root cause analysis, and implementation of corrective and preventive measures to maintain system reliability and compliance.
Job Responsibility:
Act as the escalation point for problem and incident records in BMC Remedy, ensuring accurate documentation and continuous improvement of known error and solution databases
Analyse technical issues, identify impacted teams, and coordinate resolution efforts across multiple technical domains
Prepare and communicate detailed incident reports, including timelines, root cause analysis, and preventive measures
Generate KPI-based reports to monitor incident management performance and system quality
Drive continuous improvement initiatives for incident management processes, ensuring compliance with SOX and adherence to documented guidelines
Requirements:
Proficient in BMC Remedy and experienced in ITIL-based incident management processes
Strong background in infrastructure services, software, hardware, and networking (Cisco, GSM, HSPA, LTE, CCNA)
Excellent communication skills with fluency in German and English
Skilled in coordinating technical teams and moderating resolution sessions
Ability to identify and document workarounds, defects, and implement modifications to IT systems
What we offer:
Medical and dental services
Life and hospitalization insurance
Dedicated employee phone subscription
Meal tickets/private pension/vacation vouchers/cultural vouchers within the budget
Special discounts for gyms and retailers
Annual Company Bonus
Ongoing Education
23 days off
Special Paternal Program - 4 months of paid paternity leave