Incident Manager (d/m/w)
Core
You steer and continuously develop the Incident Management process for a bank, ensuring fast, structured handling of incidents, coordination of teams/providers, and high process quality.
Role type
Senior IC Incident Manager (IT Service Management)
Builds
Incident management processes and tooling for a bank
Domain
Banking / IT Service Management
Required skills
ITSM process definition and implementation, incident management process execution, conflict escalation moderation, cross-functional coordination, KPI definition and reporting, process improvement and automation, audit-compliant documentation, regulatory requirement knowledge
Preferred skills
DORA, ISO 27001, BSI, MaRisk, DSGVO knowledge
Technologies
ITSM systems and tools
Responsibilities
Operate the Incident Management process and moderate conflicts/escalations; Coordinate solution finding across departments and external providers; Monitor process quality and cycle times, define KPIs, and create reports; Collaborate with process owners to identify weaknesses and lead improvement/automation measures; Moderate Lessons Learned and track follow-up activities; Ensure audit-compliant documentation and support internal/external audits; Define requirements for Incident Management tools and support their selection and development
Seniority
Senior, hands-on IC