IT Operations Supervisor with German

Who we are 

We are looking for new members in our IT Operations Supervisor Team!

The IT Operations Supervisor acts as a link between 1st level support in the service desk and major incident management and thus ensures compliance with the dual control principle when dealing with and prioritizing major incidents.

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    

• Receiving and reviewing potential major incidents, if necessary using the QuickCode process
• Escalation after release by Major Incident Management (correction, obtaining missing information from the reporting department, or rejection of the escalation, as well as its complete documentation and, consequently, the transparent presentation of the current decision-making requirements to all stakeholders)
• Creation of major incident updates for major incidents as well as dispatch and active follow-up
• Monitoring of major incident ticket updates by the responsible area in the service management tool as well as ensuring transparency towards the Client regarding non-compliance with the process specifications
• Operationally implementing the Escalation Set Out process
• Initiating and designing telephone band announcements and ticker tape announcements in the client's media as fast as possible and proactively, and updating these regularly after confirmation by the client
• Assuring the quality of the complete and correct documentation of major incidents and ensuring transparency towards the client regarding non-compliance with the process specifications.
• Coordinating the ongoing updating of existing QuickCodes and the inclusion of new ones.
• Regular implementation of quality assurance measures for the QuickCodes, including active exchange with Major Incident Management in this regard

What you'll bring along     

• Bachelor's degree in Computer Science, Information Technology, or a related field
• Minimum 1-3 years of experience  in IT Operations
• Strong understanding of ITIL framework and best practices, with ITIL certification (v3 or v4) preferred
• Basic understanding of the following technologies: Monitoring Tools & Console; Server Operations (Unix, Windows, Azure); Network & Network Security; Application Support; Microsoft Office
• Exceptional communication (written and verbal), interpersonal, and presentation skills, with the ability to communicate effectively with both technical and non-technical audiences.
• Strong problem solving and research skills 
• Promptitude, proactivity and customer-oriented mindset 
• Excellent command of both spoken and written German and English