Incident Manager - Wolfsburg, Germany - Permanent

Hi All,
We are looking for Incident Manager
Title: Incident Manager
Location: Wolfsburg, Germany
Duration: Permanent
Job Description:
• Organize (convene, conduct, and conduct) the scope meeting (scheduled appointments and, if necessary, special appointments)
• Monitors and controls the proper handling and execution of incidents and service requests
• Initiates hierarchical escalations of incidents
• Coordinates the end-to-end process across all parties
• Acts as point of contact for incident tickets for Volkswagen AMS executives
• Acts as an escalation point for the service desk
• Creates and maintains the P & P Manual Incident Management
• Monitors and is responsible for collaboration between all parties as part of incident management
• Monitors and is responsible for process compliance and the use of standard tools of all involved in Incident Management
• Carry out necessary escalations to Volkswagen to ensure that all issues are reviewed, resolved, or escalated in a timely manner
• Ensures that deviations from process specifications (such as time and / or quality) are promptly identified and communicated to Volkswagen with suggestions for removal.
• Creates and maintains a consolidated issue log
• Responsible for ticket quality monitoring and incident management reporting
• Responsible for taking up and promptly resolving and closing IM improvement measures (including audit finding)
Excellent Communication skills.
Good understanding of ITIL Processes
Interpersonal skills
Problem-solving ability
Organizational and planning skills
Skills in numerical and statistical analysis
The ability to work as part of a team
Review products, processes and systems on an ongoing basis to determine where improvements can be made.
Maintain customer quality standards
Actively participate in internal meetings and meetings with the customers & stakeholder teams

• Organize (convene, conduct, and conduct) the scope meeting (scheduled appointments and, if necessary, special appointments)
• Monitors and controls the proper handling and execution of incidents and service requests
• Initiates hierarchical escalations of incidents
• Coordinates the end-to-end process across all parties
• Acts as point of contact for incident tickets for Volkswagen AMS executives
• Acts as an escalation point for the service desk
• Creates and maintains the P & P Manual Incident Management
• Monitors and is responsible for collaboration between all parties as part of incident management
• Monitors and is responsible for process compliance and the use of standard tools of all involved in Incident Management
• Carry out necessary escalations to Volkswagen to ensure that all issues are reviewed, resolved, or escalated in a timely manner
• Ensures that deviations from process specifications (such as time and / or quality) are promptly identified and communicated to Volkswagen with suggestions for removal.
• Creates and maintains a consolidated issue log
• Responsible for ticket quality monitoring and incident management reporting
• Responsible for taking up and promptly resolving and closing IM improvement measures (including audit finding)

no