Incident Manager German Speaker

Surgo PTY Ltd; Cape Town; On-site; ZAR 300,000 - 420,000; Full time

Job summary

A leading company is seeking an Incident Manager to oversee the lifecycle of IT incidents, ensuring high standards of service and efficient incident resolution. The role requires a strong understanding of ITIL principles and advanced communication skills in both German and English. The company offers a competitive salary and a supportive work environment, fostering diversity and inclusion.

Benefits

Competitive salary and benefits package

Collaborative and supportive work environment

Qualifications

• 1-2 years in a telecom or ticketing processes role.
• Basic IT and networking knowledge.
• Proficient in German and English at C1 level.

Responsibilities

• Manage the incident lifecycle from detection to resolution.
• Communicate effectively with stakeholders about incident status.
• Apply ITIL principles to handle incidents.

Skills

Customer Service

Stress Management

Precision

Proactivity

Education

ITIL Foundation certification

Job description

As an Incident Manager, you will be responsible for managing the entire lifecycle of IT incidents from initial report through to resolution. You will utilize your technical knowledge and ITIL foundation to handle incidents with precision and reliability, maintaining high standards of customer service.

Key Responsibilities:

• Oversee and manage the incident lifecycle from detection to resolution.
• Ensure timely and effective communication with stakeholders regarding incident status.
• Utilize ITIL principles to handle incidents according to established procedures.
• Apply basic technical understanding of IT and networking to support incident resolution.
• Demonstrate confident and competent behavior when interacting with customers, particularly via phone.
• Manage stress effectively and maintain a proactive approach to incident management.
• Ensure precision and reliability in all aspects of incident handling.

Qualifications:

• 1-2 years of experience in a similar role, preferably within telecom or ticketing processes.
• ITIL Foundation certification is required.
• Basic technical understanding of IT and networking.
• Proficient in German and English at a C1 level.
• Demonstrated confident and competent behavior, particularly in phone communication.
• High stress tolerance, proactive attitude, and precision in work.

What We Offer:

• Competitive salary and benefits package.
• A collaborative and supportive work environment.

Note: This job posting is active. Surgo (Pty) Ltd is committed to diversity and encourages applications from all backgrounds, including people with disabilities. Due to high application volumes, feedback may take up to three months. Your CV will be kept on our database for future opportunities unless you request otherwise by emailing [e-mail].