IT Incident Management Process Manager (f/m)

Nash direct GmbH supports many of Germanys leading organisations to source, recruit and manage the highly skilled IT and engineering talents they need to succeed in an increasingly technology-driven world. We offer our employees promising career prospects and access to interesting and challenging technology roles throughout Germany.

For our client, a leading European commercial bank in Frankfurt, we are currently hiring a

IT Incident Management Process Manager (f/m)
Reference number: 306224
Starting date: 1st of April 2016
Length of the contract: 24 Months with possibility of extension

Task description:
*Apply pre-defined ITIL-based processes, procedures and methods to support and maintain the IT Service Management framework and functions, such as Incident management (with lower priority also Service Request Fulfilment and Problem Management etc)
*Implement and coordinate the production of incident management status reporting, metrics and benchmarks for various stakeholders and purposes
*Contribute to Service Management processes operations by performing defined tasks including but not limited to activities related to the Incident Management process and service continual improvement, and document and implement standards according to defined process workflows
*Ensuring that all IT Incident Management information, costs and risks are correctly identified through metrics and published status reports, while enforcing mitigation and remediation activity
*Coordination of responses to audit requests with regards to incident management
*Support projects and activities in the preparation of deliverables for meeting the incident management requirements, such as symptoms, checklists, operational documentation

Your profile:
*Bachelors degree in information technology, computer science, information system security, or related disciplines
*Knowledge of ITIL Service Management processes and best practice, i.e. ITIL Service Management processes service life-cycle V2 and/or V3; ITIL Foundation Certification is mandatory and Practitioner is highly desired
*Proven working experience in implementing ITIL processes for (IT) Incident Management and in operating IT service management processes
*Proven working experience in operating an IT Incident Management process Management, in particular in: organising and monitoring the incident management process, drafting and reviewing (major) incident reports, developing training materials and organising trainings, maintaining effective interfaces with other service management processes, organising and implementing the quality assurance aspects.
*Experience in the development and improvement of KPIs and process indicators for Incident Management
*Solid foundation in IT applications, IT operations, service management and IT support
*IT process reengineering experience, analysis, formulation and improvement
*Working knowledge of MS Office (in particular Excel, Access and MS Outlook)
*Good command of English with proven drafting ability

We are proud to build our company around creative and talented people who value our companys culture, the diversity of our projects and the attractiveness of our clients.
Our market-oriented salaries as well as our transparent and dedicated approach with our clients and candidates lay the basis for a long-term partnership with our employees.

We look forward to receiving your application and are available to you at your convenience for any questions or queries you might have about this role.

Carmen Ponten
Candidate Relationship Manager
Nash direct GmbH
IT & Engineering Professionals
[email protected]
(0049) 89 839306 22
(0049) 15146121070
www.nashdirect.de
Leonrodstrasse 52, D-80636 Mnchen, Germany