Lead Incident Manager with German (m/f/d)

Odmeňovanie

From 2 000 EUR/month

We are looking for a Lead Incident Manager to own the end-to-end Incident Management process — acting as the central coordination point during service disruptions, driving rapid service restoration, and working closely with Platform Services, BizDevOps Squads, SAP Support, and Service Management to maintain SLA compliance and support a mature, ITIL-based service organization.

Project

• Start date: ASAP
• Duration of the project: Long-term
• Travelling: occasionally
• Working time: office hours + on call duties

Tech stack

• Jira
• Service Management
• Service Now
• Cloud platforms
• IT Monitoring solutions
• ITSM processes (Incident, Problem, Change, Request Management)
• Microsoft Teams / Collaboration tools
• SAP

Your responsibilities

• Lead the end-to-end Incident Management process for the business platform
• Coordinate resolution of high-priority and critical incidents across multiple technical teams
• Act as Incident Commander during Severity 1 incidents, facilitating bridge calls and coordinating recovery activities
• Ensure incidents are prioritized according to defined severity and SLA criteria
• Coordinate communication with technical teams, business stakeholders, service owners, and management throughout the incident lifecycle
• Drive timely restoration of business services while minimizing customer and business impact
• Monitor compliance with Incident Management processes, SLAs, and operational KPIs
• Coordinate escalations across Platform Services, BizDevOps teams, SAP Support, and third-party vendors
• Support post-incident reviews and ensure root cause analysis and follow-up actions are completed in cooperation with Problem Management
• Collaborate closely with Change Management to reduce operational risks and improve service stability
• Maintain Incident Management documentation, operational procedures, and reporting
• Contribute to the continuous development of the platform operating model and IT Service Management processes

What do we expect?

• 3+ years of experience in IT Operations, IT Service Management, or Production Support
• Knowledge of SAP basis environments is highly desirable (e.g. SAP Transport Management System - reviewing transport logs, system logs, etc.)