Major Incident Manager with German 1 1

Who We Are
We are looking for new members for our Major Incident Management team

With its headquarters in Braunschweig (Germany), the client the largest automotive financial services provider in Europe. Our client act as a global sales promoter for the brands of the group and support them in maintaining customer loyalty by offering a broad range of mobility services.

The Major Incident Management team is responsible for the day-to-day operation of Major Incident Management and serves as the single point of contact for the entire Major Incident process. To this end, Major Incident Management assumes a leading role in the context of all major incidents, including those that occur simultaneously, in order to ensure the effective and efficient implementation of the process. It also ensures regular communication with stakeholders, e.g. customers.

As part of the service provision, the Team shall ensure constant availability between Mo-Fr 8-18 and on call via a telephone number used exclusively for this service and the Major Incident Management mailbox.

What You Will Be Doing

• Inviting all relevant parties, including fault clearance teams, affected areas, and stakeholders, to the Major Incident Conference or Call, ensuring adherence to the client's fault clearance criteria.
• Announcing incident dates to all involved parties via telephone.
• Ensuring a seamless process for the swift resolution of major incidents while maintaining high-quality incident processing standards.
• Providing transparency from the beginning of the incident, covering business impact, incident history, current analysis status, and ongoing updates throughout the fault clearance process.
• Designing and activating notifications to keep the client's staff informed.
• Conducting risk assessments, making decisions, and prioritizing troubleshooting measures while ensuring visibility of potential or actual effects.
• Actively monitoring and following up on agreed incident resolution measures, initiating escalations when progress is insufficient.
• Evaluating and analyzing all resolved major incidents.
• Developing and documenting measures for integration into downstream processes such as problem management, change management, availability management, and cybersecurity.
• Reviewing and approving Major Incident QuickCodes.
• Implementing sustainable stabilization strategies for the client's system landscape based on major incident management findings.
• Conceptualizing and preparing a monthly major incident management quality report, measuring incident resolution quality using mutually agreed criteria, and presenting findings.
• Supporting ongoing efforts to reduce major incident resolution times.
• Creating, maintaining, and enhancing a knowledge database containing incident insights, solution approaches, known errors, system relationships, and client system landscape details, ensuring alignment with client expectations.

What Will You Bring Along

• Bachelor's degree in Computer Science, Software Engineering or related field preferred.
• Minimum 1-3 years of experience in a similar role.
• Strong understanding of the ITIL framework and best practices, with ITIL certification (v3 or v4) preferred.
• Ability to analyze complex technical issues across IT domains, including infrastructure, applications, networks, and security
• Basic knowledge of IT operations tools and systems, including Monitoring Tools & Console, PowerShell on Command Line, SAP & SAP ChaRM, Job Control, and Server Operations across Unix, Windows, and Azure environments.
• Familiarity with key technologies supporting system integrity, including Network & Network Security, Storage, Middleware, File Transfer & Archiving, Application Support, Database Management (Oracle, MSSQL), and Java Platform (PKS) for deployment and integration.
• Strong communication skills, both written and verbal, to engage with technical and non-technical audiences.
• Excellent interpersonal and presentation skills for effective stakeholder interactions.
• Leadership and coordination skills to guide cross-functional teams and ensure efficiency under pressure.
• Excellent command of both spoken and written English