Mitarbeiterin oder Mitarbeiter Servicedesk (w/m/d)
Core
Incident and escalation management for technical systems in traffic and tunnel infrastructure, including fault analysis, coordination with control centers, and maintenance contract administration.
Role type
Senior IC IT Service Desk Engineer (OT-critical infrastructure)
Builds
Operational continuity for highway and tunnel systems
Domain
Transportation infrastructure / OT (Operational Technology)
Required skills
Incident and escalation management, fault analysis in system chains, maintenance contract administration, coordination with external providers, documentation of operational procedures, SAP MM module knowledge
Preferred skills
ITIL processes (Incident/Problem/Escalation), structured documentation of handbooks and checklists, analytical thinking, prioritization under pressure
Technologies
SAP (MM module), Ticketing systems
Responsibilities
Receive, qualify, and prioritize incident reports; perform system-level fault analysis; coordinate troubleshooting and restoration of operations; advise control centers on operational impacts of faults; manage and update maintenance contracts and SLAs; create and maintain operational and emergency documentation
Seniority
Senior, hands-on IC
