Job
In this role, you independently handle requests and incidents, monitor applications, document ticket processes, and support escalations and communication between departments and management.
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Job technologies
Your role in the team
- Accepting and independently handling requests, disruptions, incidents, and monitoring alerts within defined processes and response times.
- Continuous monitoring of applications and IT infrastructure, as well as assessing and forwarding incoming alerts.
- Structured creation, prioritization, classification, and documentation of tickets to ensure a traceable processing history.
- Handling and managing incidents and escalations in accordance with established communication and escalation channels.
- Support for specialist, technical, and management communications, including preparation and follow-up, as well as documentation of outcomes.
- Use and maintenance of work instructions, runbooks, and knowledge articles, as well as active participation in shift handovers, knowledge transfer, and cross-site collaboration.
Our expectations of you
Education
- You have completed vocational training in IT or a comparable field.
Qualifications
- A meticulous, documentation-focused, and service-oriented approach to work is essential, as is maintaining an overview when handling critical alerts.
- Willingness to work shifts.
- As our projects are primarily based in German-speaking regions, we require business-fluent German skills (C1 level or above).
- Very good English skills round out your profile.
Experience
- Initial professional experience in IT support, service desk, monitoring, or IT operations is required.
- You have experience managing tickets, priorities, response times, and escalation paths in a structured manner, and are familiar with ITSM tools, monitoring systems, office applications, and ITIL processes.
What we offer
- Remote work for this position: By agreement.
- Regular working hours of 35 hours per week.
- At least 30 days of vacation per year based on a five-day workweek.
- Company pension scheme
Opportunity to take a sabbatical (“My Time Out”).
Benefits
Health, fitness & fun
Topics you will work on
Job locations
About your employer
The Volkswagen Group, which has its headquarters in Wolfsburg, Germany, is one of the world's leading manufacturers of automobiles and commercial vehicles.
- 250+ Employees
- Established Company
- Hybrid, Onsite
- Industry, Production
Employer reviews
- Career growth
- 3.1
- Engineering
- 2.9
- Working conditions
- 4.0
- Team culture
- 3.6
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