Incident Manager

Responds to, facilitates and administers ITIL and related service support processes for assigned accounts. Resolves service requests and associated service issues in real time. Proactively monitors open tickets to ensure achievement of contracted service levels. Post processes service requests by documenting individual services / agreements and verifying debriefing information.

Provides Incident Management support for an assigned set of customers and / or services.

Monitors platform, network, application and other service events.

Validates network, system and application redundancy effectiveness.

Validates restore / repair actions and clears alarms.

Tracks, re-directs and escalates the incident workflow to subsequent support levels.

Validates the operational success of deployments / maintenance activity.

Resolves inoperability issues.

Resolves incidents within a defined time period, escalating when additional help is required.

Closes trouble tickets and provides feedback / updates to tracking / data management systems.

Complies with established incident and change management processes.

Coordinates with fix agents to perform repair and/or maintenance based on event severity.

Informs manager / other relevant stakeholders about potential problems; offers process improvement suggestions.

Required Qualifications

Diploma or equivalent work experience required.

Minimum of 2-4 years of relevant experience or equivalent combination of education and experience in Incident Management.

Good business English skills (Written and spoken).

Why should you join Diebold Nixdorf?

Brightest minds + technology and innovation + business transformation  The people of Diebold Nixdorf are 23,000+ teammates of diverse talents and expertise in more than 130 countries, harnessing future technologies to deliver personalized, secure consumer experiences that connect people to commerce. Our culture is fueled by our values of collaboration, decisiveness, urgency, willingness to change, and accountability.

–Diebold Nixdorf is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, or disability status.

** To all recruitment agencies: Diebold Nixdorf does not accept agency resumes. Please do not forward resumes to our jobs alias, Diebold Nixdorf employees or any other organization location. Diebold Nixdorf is not responsible for any fees related to unsolicited resumes**

We are a global Company operating in multiple Locations and Entities. As we are keen to find the best solution for our candidates several legal entities might be applicable for a Job offer. A List of our operating entities can be found here - https://www.dieboldnixdorf.com/en-us/about-us/global-locations

Experience Level

Mid Level