Service & Incident Manager (m/w/d)
Core
Coordinate the entire incident lifecycle, prioritize disruptions based on business impact, and ensure clear communication between technical teams, business units, and external providers to resolve critical issues quickly and transparently.
Role type
Service & Incident Manager
Builds
Incident management processes and service quality improvements
Domain
IT Operations / Service Management
Deliverable
dashboards & analysis
Required skills
Incident lifecycle coordination, prioritization based on business impact, stakeholder management, root cause analysis, SLA monitoring, process improvement, cross-functional collaboration, escalation management
Preferred skills
ITIL framework knowledge
Technologies
Incident management tools, collaboration platforms
Responsibilities
Coordinate incident processes from intake to resolution and post-incident review, evaluate incidents by business impact and urgency, ensure information flow between all parties, monitor critical incident progress and trigger escalations, maintain incident documentation and reporting, support SLA compliance and service performance monitoring, identify recurring problems and develop preventive measures
Seniority
Mid-level, hands-on IC
