Incident Manager with German
Looking for the next step in your career? Enjoy a challenge? Do you have an ambition for innovation? Want to make a difference?
If you join our growing global team, you’ll be working for an industry leader with offices across five continents, in over 47 countries and more than 28 000 employees.
You will work with some of the leading world brands across the Fortune 100 and Fortune 500 companies who are all relying on Dimension Data to help them use the power of technology to achieve their ambition in this digital era.
You’ll be part of a team who’s passionate about making a difference to the way technology shapes how we live and work whether it’s protecting the rhino, connecting the G20 Summit, or revolutionising cycling, giving you the opportunity to do great things.
You’ll be joining a Global Top Employer, recognised for investing in talent because people are at the heart of our success.
You provide the skills, passion and ideas, and we’ll provide the platform to realise your ambitions.Great talent. Great teams.
Great work. Great opportunities.
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Incident Managers work closely with the Service Desk Management team, taking their instructions from a senior manager in the business.
Their primary goal is to restore normal service operation as quickly as possible and to minimize the adverse impact on business operations ensuring that the best possible level of service quality and availability are maintained in line with Service Level Agreements.
Incident Managers receive service disrupting events directly from users and technical staff as communicated through the Service Desk or through an interface from system event and / or incident management tools.
In addition, these individuals take responsibility for the proactive management of incidents by monitoring key components so that failures and potential failures are detected early and the resolution process can be initiated.
Their objective is to detect incidents as early as possible by identifying problems and resolving them prior to it impacting on users.
They validate calls and / or events and ensure the verification of internal client entitlements and review existing records or log new records, updating the client throughout the process.
The Incident Manager ensures that all incidents are fully logged and are date / time stamped irrespective of how they were received or identified.
They ensure that all relevant information relating to the nature of the incident is logged so that a full historical record can be maintained and in so doing can be referred to other support groups.
The information that is to be recorded upon logging of an incident includes, but is not limited to :
Impact, urgency and resulting priority
Date / time recorded
Name / ID of the person and / or group recording the incident
Method of notification
Name / department / phone / location of user
Description of symptoms
Incident categorisation / classification
To ensure that the exact type of the call is recorded, the Incident Manager allocates a suitable categorisation coding when logging the incident.
This information is then used during a process of identifying and analysing incident trends and will be used by other departments within Dimension Data.
They authenticate users and configuration items, classifying the call type and priority, and assigning a resolver group.
The Incident Manager is accountable for agreeing and allocating an appropriate incident prioritisation code upon receipt of the incident and during the logging process.
He / she does this to ensure that the incident is appropriately handled by support tools and support staff.
In collaboration with the Service Desk Analyst and Service Desk Team Leader, the Incident Manager carries out the initial incident diagnosis to try to discover the full symptoms of the incident, determine what has gone wrong and how to correct it.
He / she uses diagnostic scripts and known error information to enable earlier and accurate diagnosis. They update existing incidents with new information and link incidents with existing and open incidents, ensuring functional escalation to the relevant internal teams.
Reported faults require the Incident Manager to conduct an investigation and diagnosis. The individual works closely with other support groups to ensure that a root cause analysis of the incident is conducted to investigate and diagnose what has gone wrong.
The Incident Manager clearly documents the details of actions taken to try to resolve or re-create the incident to ensure that a complete historical record of all activities is maintained and available for future reference.
They ensure the development of work around plans and resolutions.
Incident resolution and recovery
Potential resolutions to incidents are identified, applied and tested by the IT Incident Manager. He / she will collaborate and work with a variety of support individuals, including users and vendors to ensure the necessary recovery actions are taken.
The Incident Manager is responsible for ensuring that these actions are agreed and taken, achieving appropriate resolution.
They take responsibility for requesting parts and / or engineers to site and ensure that the resolution is recorded.
The Incident Manager checks that incidents are fully resolved and that the users are satisfied and agree to close the related incident.
They confirm and check content quality and close the incident record.
Monitoring and communication
Incident Managers work closely with the Service Desk Management Team to monitor the progress of the incident and to ensure that the relevant actions have been logged to enable tracking.
They take responsibility for communicating with the client / user and other IT groups involved to manage the status of the incident.
Incident Managers are proactive in their approach. They act with integrity and display good client service orientation. The Incident Manager understands the business needs and expectations and consistently delivers a quality service.
They demonstrate problem analysis and solution formulation ability. They are presentable and are able to work with a variety of stakeholders.
These individuals are meticulous and have good report writing skills. They are able to communicate clearly (both verbally and written).
Required Work Experience :
5 8 years’ work experience, 5 years specific experience within a related environment
What would make you a good fit for this role?
Language Skills - German Speaking (B2)
Join our growing global team and accelerate your career with Dimension Data. Apply today.
Diversity in Dimension Data
Dimension Data is an equal opportunity employer with a global culture that embraces diversity. All qualified applicants will receive consideration for employment and will not be unfairly discriminated against on any arbitrary ground including race, colour, sex, religion, national origin, veteran status, disability, gender identity, sexual orientation, or other protected category.
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