Cluster Lead with German

Who we are

We are looking for new members in our Service Desk Support Team!

Our Service Desk team is based in Sibiu, Cluj, Brasov and Timisoara and provides high-quality support activities for several system environments and technologies (Windows Client & Hardware, IT Service Management Tools, 365 Microsoft Office).

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.

What you'll be doing

• Management of the Incident Resolution Process: Coordination of all steps for the rapid and effective resolution of major incidents and major problems including assessment, escalation, and implementation of necessary actions. 
• Ensuring Communication: Responsible for continuous and appropriate communication to all stakeholders, such as clients and internal teams, throughout the handling of a major incident. 
• Follow-up on Actions: Monitoring and tracking all actions agreed upon during the resolution process, as well as escalating in case of a lack of progress. 
• Documentation and Post-Processing: Ensuring comprehensive documentation of the entire process and conducting reviews to identify optimization potentials. 
• Process Optimization: Regular review and further development of the major incident process to ensure system stability and reduce resolution times.
• Evaluate and prioritize incidents, ensuring compliance with escalation guidelines.
• Lead and coordinate major incident resolution efforts, including conferences and solution discussions.
• Provide ongoing updates to stakeholders, send and archive minutes, and share regular reports.
• Analyze resolved incidents, document findings, and identify improvement opportunities.
• Optimize processes and create quality reports, while maintaining a knowledge database for faster resolution of future incidents.
• Is responsible for overseeing and managing all major problems within their area of responsibility (cluster). They coordinate the team and prioritize problems.
• In cases of severe or prolonged incidents, the Cluster Lead ensures rapid escalation and communication to the appropriate decision-makers.
• They escalate issues to upper management when decisions at a higher level are required and ensure that management teams are informed in a timely manner.
• Responsible for effective communication between all involved internal teams (e.g., IT, business units, service desk) and external stakeholders (e.g., service providers, clients).
• Furthermore, they ensure that the necessary resources (technicians, tools, processes) are allocated to incidents within the cluster.

What you'll bring along

• Bachelor's degree in Computer Science, Information Technology, Cybersecurity, or related field
• Minimum 5-10 years of experience in a similar role
• Proven experience in managing major incidents and problems within IT service environments
• Strong knowledge of incident resolution processes, escalation procedures, and IT service continuity
• Ability to evaluate, prioritize, and coordinate incident resolution efforts under pressure
• Excellent communication skills for continuous updates to stakeholders (clients, internal teams, service providers)
• Strong organizational skills to oversee and prioritize problems within a cluster.
• Ability to ensure comprehensive documentation of incidents and post-processing reviews.
• Skilled in creating quality reports, maintaining knowledge databases, and ensuring transparency.
• Hands-on experience with ITSM tools (e.g., ServiceNow, Remedy, Jira).
• ITIL Foundation certification (mandatory); advanced ITIL certifications are a strong advantage.
• Excellent command of both spoken and written English and German.