Job
- Level
- Experienced
- Location
- Ilmenau
- Working Model
- Onsite
- Job Field
- IT, System
- Employment Type
- Full Time
- Contract Type
- Permanent employment
Job Summary
In this role, you handle incoming customer tickets, perform initial technical analysis, reproduce issues, and closely collaborate with development teams for incident resolution and documentation improvement.
Job Technologies
Your role in the team
- Initial assessment and classification of incoming customer tickets.
- Assessment of severity, impact, and urgency.
- Plausibility check based on available system information.
- Independent initial technical analysis wherever possible.
- Reproduction of reported errors in test environments.
- Documentation of error patterns and symptoms.
- Handover and coordination with the responsible development teams.
- Clarification of questions and requirements for further analysis.
- Follow-up on the progress of the solution.
- Classification into SLA categories and escalation levels.
- Regular review and adjustment of ticket priorities.
- Escalation of critical incidents to the responsible departments.
- Proactive status updates to clients at defined intervals.
- Professional communication in case of questions and escalations.
- Maintenance of the ticket system (Jira).
- Contribution to the knowledge base and internal documentation.
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Our expectations of you
Qualifications
- Basic understanding of software architectures and system environments.
- Knowledge of log analysis and basic fault diagnosis.
- Understanding of database queries (SQL) is an advantage.
- Structured and solution-oriented working style.
- Knowledge of agile software development.
- Strong communication skills (written & verbal).
- High service orientation and customer empathy.
- Stress resistance even during parallel incidents and escalations.
- Self-initiative and willingness for continuous improvement.
Experience
- Experience with ticketing systems (Jira).
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Benefits
Work-Life-Integration
Job Locations
About Your Employer
Inverso GmbH
We are a modern IT company with a winning formula: We combine smart solutions with years of experience and extensive expertise. This allows us to create innovative, yet reliable products that our customers love.
Description
- Founding Year
- 1997
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Internet, IT, Telecommunication
Incident Manager
- Location
- Ilmenau
- Working Model
- Onsite
- Diversity
- Open for all genders
