Major Incident Manager with German

About Atos Group

Atos Group is a global leader in digital transformation with c. 67,000 employees and annual revenue of c. €10 billion, operating in 61 countries under two brands — Atos for services and Eviden for products. European number one in cybersecurity, cloud and high performance computing, Atos Group is committed to a secure and decarbonized future and provides tailored AI-powered, end-to-end solutions for all industries. Atos Group is the brand under which Atos SE (Societas Europaea) operates. Atos SE is listed on Euronext Paris.

The purpose of Atos Group is to help design the future of the information space. Its expertise and services support the development of knowledge, education and research in a multicultural approach and contribute to the development of scientific and technological excellence. Across the world, the Group enables its customers and employees, and members of societies at large to live, work and develop sustainably, in a safe and secure information space.

Key Accountabilities

Process Specific

• Overseeing critical (P1/Major Incident) incident resolution within compound environments with complete confidence, engaging internal and external support teams globally.

• Demonstrate the ability to lead the virtual teams of technical resource from all technical areas. Driving troubleshooting and recovery with confidence and authority, reducing time to repair.

• Ensure full engagement and focus of relevant resolvers for impact and decision-making purposes.

• Responsible for verifying the severity of all levels of incidents in order to execute the correct level of Incident Management process.

• Responsible for creating clear and accurate communication during incidents across the business, including senior and exec management levels

• Ability to adjust in a fast pace ever changing environment

• Able to perform multiple tasks simultaneously under pressure.

• Able to work on shift/on call pattern

Key Skills

The Incident Manager has the following key-skills:

• Builds long-term relationships with internal/external teams;

• Excellent English communication skills (written and oral);

• Successful delivery against commitments and deadlines;

• A proven ability to operate across management levels, with a confident, pragmatic, influential stakeholder management style;

Desired Profile

Experience/Knowledge Essential

• Detailed knowledge of the theory and operation aspects of their process;

• Operational experience in the Incident Management process is a plus;

• Understanding of the ITIL best practices;

• Experience in a customer service environment;

• Competent with Microsoft Office.

• Fluent in German and English

• MIM Hotline Duty = Answering calls. There is a red phone (24x7) and this is being rotated between the entire team.

• Coordinate with the team to ensure efficiency when handling the MI (German required).

• Take over and handover critical incidents from / to other team members.

• Lead and moderate technical bridges from MIM point of view (good communication skills are required).

• Coordinate service restoration in close collaboration with Technical Experts, Service Delivery Managers and Technical Service Integrators (= Tower Service Managers).

• Create a documentation in technical Bridges. Whiteboard documentation.

• Creation of an action plan – WHO is doing WHAT, WHEN and WHY• Be process manager for a few accounts (process manager for the MIM process – we have one excel file as an info sheet for every customer that holds all information that are required for handling Mis and this needs to be up to date at all times).

• Send out internal / external communication using the MI Module of Service Now.

• They will be process manager for a few accounts (process manager for the MIM process – we have one excel file as an info sheet for every customer that holds all information that are required for handling Mis and this needs to be up to date at all times).

• In case escalation is required they will initiate escalation process as it is required (management escalation).

Experience/Knowledge Desirable

• Relevant industry knowledge and technical skills (database administration, internet protocol, application monitoring, unix systems, networking, server virtualization);

• ITIL Foundation and/or ITIL Intermediate certifications would be an advantage;

• ServiceNow.