Senior Incident Manager (f/m/d) - IT Service Desk (Application Support)

Hallo
Leipzig.

Welcome to our World.

Senior Incident Manager (f/m/d) - IT Service Desk (Application Support)

This role corresponds to the level: Senior Professional.

We’re flexible! We’re happy to receive applications in English or German.

Your Tasks

We are looking for you as a new colleague for our qualified IT Service Desk. In this role you identify yourself as SPOC (single point of contact) with all topics related to our Products & services for our internal users. The scope of work includes resolving any inquiry which is in our scope and doing efficient & effective routing of the inquiries out of our scope using Jira as our ticketing tool. With your polite and professional appearance, you ensure the acceptance, analysis, and answering of inquiries by phone, chat, and e-mail and pay attention to a high-quality service. Your tasks include the ongoing logging and documentation of processes and interactions in the ITSM system (IT Service Management) as well as proper analysis and efficient escalation or resolution of the ticket.

As a senior professional you:

• Coach the ITSD colleagues on the best way to manage Incidents
• Are part of the 24/7/365 Manager on Duty team and report Major Incidents to the authorities when fulfilling this role
• Collaborate with the IT Service Management team on improving the Incident Management process
• Build a strong network within the company and its service providers to resolve incidents quickly and efficiently
• Have a user-centric focus when managing an incident, bearing in mind to inform all stakeholders in due time and do this in a compliant manner.
• Apply the agile way of working to manage your work

With your polite and professional appearance, you’re able to work in an autonomous way and know when to request assistance from your colleagues. You have the will to constantly expand and deepen your knowledge. In doing so, you receive a great deal in return for your outstanding performance from your team.

After all, we value the exchange of ideas, being there for each other and encouraging each other to become better. We call it: the exchange mindset.

Your Skills

• Completed studies or completed training related to IT (e.g. (business) computer scientist, IT specialist for system integration)
• Excellent service orientation as well as communication skills in German and English (at least B1) both written and spoken.
• Experience in the service desk environment and in the use of an ITSM (IT Service Management) tool
• Proven experience in incident management, having managed major incidents– ITIL v4 Monitor, Support and Fulfill certification is a plus
• Good IT skills in Application Management, Office365 and Windows
• A great team spirit and flexibility when required to achieve goals and complete assignments.
• Adhering to policies and procedures and upholding organizational values
• Experience in project management, agile way of working, working with service providers and/or knowledge of stock exchange trading systems is an advantage.

Why join us?

• Attractive salary package with many advantages such as childcare, meal allowance, job ticket, sports and leisure events
• Flexible hybrid work concept and flexible working hours
• Personal development through extensive training opportunities
• A place in a dynamic and international team within EEX Group and Deutsche Börse Group
• A long-term perspective in the constantly growing and evolving energy industry
• Bespoke onboarding plan

Welcome to our World.

Hello from ECC, the leading clearing house for energy and commodity products in Europe. As part of EEX Group, we have our roots in Leipzig and 22 offices worldwide. We provide security for our customers, by ensuring the physical and financial settlement of transactions for EEX Group and further partner exchanges. Why are we so successful? We are a team of individual experts that drive forward exciting projects while sharing experiences, celebrating success and creating memories, together.

You have made it this far – together with us you can go further: Click on the "apply"-button and send us your application.

You find additional job offers on our career site.

We encourage women to apply and develop their careers with us.