Job
- Level
- Experienced
- Job Field
- IT, Security
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Frankfurt
- Working Model
- Onsite
Job Summary
In this role, you coordinate IT support requests in the security context, perform troubleshooting, document processes, and monitor SLAs to ensure effective incident management.
Job Technologies
Your role in the team
- As an Incident Manager, you ensure smooth, efficient, and well-documented IT support in a security-critical environment.
- You are the central interface between international clients, internal specialist departments, and external service partners, coordinating complex support requests across Europe.
- The goal is to handle incidents transparently, quality-assured, and within agreed SLAs, resolving cases conclusively.
- Acceptance, classification, and prioritization of complex IT support requests at 1st level, as well as initial analysis and troubleshooting in the IT security environment.
- Complete and structured documentation of all processes in the deployed systems.
- Coordination and follow-up of 2nd- and 3rd-level tickets until sustainable resolution.
- Independent monitoring of SLA requirements and escalation in case of critical incidents.
- Ensuring excellent international incident management.
- Continuous improvement of service processes and troubleshooting strategies
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Our expectations of you
Qualifications
- Solid knowledge of ticketing and ITSM systems (e.g., ServiceNow).
- Familiarity with ITIL processes as well as SLA and KPI tracking.
- Understanding of technical contexts in the field of IT security, infrastructure, or system integration.
- Excellent spoken and written proficiency in German and English.
Experience
- Experience in IT service management, ideally in a security-related environment.
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What we offer
- You can expect diverse development opportunities in an established, rapidly growing company.
- We invest heavily in the further training of our employees.
- You will receive a monthly tax-free allowance of 50 euros for expenses.
- You will gain access to over 800 partners of our Corporate Benefits Program.
- What else awaits you with us: summer parties, Christmas celebrations, meal allowance for the canteen, 30 days of vacation.
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Topics that you deal with on the job
Job Locations
This is your employer
e-shelter security GmbH
Als Anbieter integrierter Sicherheitsdienste überwacht die e-shelter security GmbH den Betrieb und die Sicherheit von Gebäuden sowie gebäudetechnischen Anlagen. Wir verfügen über langjährige Erfahrung in der Gefährdungs- und Risikoanalyse von hochschutzbedürftigen Objekten, der Erstellung von Sicherheitskonzepten sowie der Einführung von Sicherheitsprozessen.
Description
- Founding year
- 2003
- Company Type
- Established Company
- Working Model
- Onsite
- Industry
- Internet, IT, Telecommunication
Incident Manager
- Location
- Frankfurt
- Working Model
- Onsite
- Diversity
- Open for all genders
