Receives incidents and problems via phone, email or ticket-system regarding all
supported applications (more than 80 different systems in portfolio) with the aim
of providing direct resolution to the customer or the functional escalation to the
responsible 2nd level teams
Assessing the business impact (define ticket severity) and driving incident
resolution process (ticket ownership)
Ensures service level agreements’ fulfilment
Permanent optimization activities, maintenance and enhancements for own
support tools are part of the role.
Strong verbal communication skills in German (C1/B2) and English.
Customer service oriented.
Should have good analytical & troubleshooting skills
Should have good verbal and written communication skills
System analysis skills for IT troubleshooting