Job
In this role, you manage user escalations, coordinate operations during Major Incidents, and continuously improve incident management processes, including analysis and enhancement of workflows.
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Your role in the team
- You manage user escalations in a structured manner, from assessment through to resolution, and ensure transparent communication tailored to the audience. During major incidents, you take on operational coordination, maintain situational awareness, and coordinate the stakeholders, actions, responsibilities, and deadlines.
- You support the Service Desk and Field Service with prioritization, handovers and bottlenecks, critical ticket escalations, and cross-functional dependencies, and assist colleagues in critical service situations.
- You will further develop incident and service request management and, in the future, contribute to problem management. You will also continuously improve escalation, communication, and documentation standards.
- You analyze metrics, ticket patterns, and recurring root causes, derive improvement measures from them, and consistently follow up on their implementation.
- You prepare decisions for division and department heads and support them with organizational and operational management matters.
Our expectations of you
Education
- You have completed vocational training in IT, hold a degree in an IT-related field, or have an equivalent qualification, as well as several years of experience in IT service operations, IT support, or IT service management.
Qualifications
- You communicate clearly, facilitate discussions confidently, and ensure accountability in collaboration—even without direct managerial authority.
- You think analytically, recognize priorities, and can summarize complex topics clearly for different audiences.
- You work proactively and with a strong service orientation, and you take responsibility even in time-critical situations.
Experience
- You are familiar with incident, service request, and major incident processes and have already coordinated critical outages or escalations. You have a good knowledge of ITIL; an ITIL 4 certification and experience with ServiceNow are an advantage.
What we offer
- Depending on your qualifications, relevant professional experience, and specialist expertise, we offer remuneration under the TVöD collective agreement in pay grades 10 to 12, based on your individual experience and skills profile.
- You work in a meaningful environment where all professional groups work together to achieve the best possible outcomes for Vitos patients, clients, and residents.
- We give you plenty of scope to contribute your own ideas and take on responsibility.
- Structured onboarding and sufficient time for a successful start are a matter of course for us. During your first few weeks, the team will provide close support and gradually introduce you to your responsibilities.
- Benefit from our flexible working hours model and the opportunity to work remotely for part of your working time.
- Enjoy 30 days of vacation per year.
- Enhance your qualifications through our extensive internal and external training program.
Benefits
Work-Life-Integration
Health, fitness & fun
Job locations
About your employer
Vitos Herborn and Vitos Weil-Lahn form a regional consortium under the umbrella of the Vitos Corporation. Our core task is the treatment of adults, children, and adolescents in psychiatric and somatic specialist clinics. Our accompanying psychiatric services support people with mental disabilities.
- Established Company
- Hybrid, Onsite
- Healthcare, Social Sector
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