Incident Manager / Support Specialist
Körber
- Porto
- Permanente
- Horário completo
- You ensure that customers and employees of FactoryPal receive excellent technical service & support.
- You coordinate with technical teams to assess and resolve technical issues in our solution.
- You orchestrate responses to technical issues and keep stakeholders informed about the status.
- You keep a log of incidents to keep track of issues, ensure final resolution and derive lessons learned.
- You actively use the incident logs to examine incidents and establish processes to help prevent or minimize similar problems from arising again.
- You develop & improve processes, procedures, and policies by which the technical service & support team will operate, and which will be applied to drive highest quality standards in incident response & resolution.
- You will train teams and stakeholders to implement processes and procedures across FactoryPal.
- You have a bachelor's or master's degree in computer science, Business Administration, Engineering or a related field
- You have experience in an international Customer Service & Support setup
- You have a strong track record and hands-on attitude in building and sustaining incident management processes, which are thoroughly documented, consistently audited, and continuously improved
- You are used to manage and lead distributed virtual teams around incident management processes
- You combine B2B industry acumen in the production operations space with IT services know-how
- You easily coordinate and manage stakeholders, including your team, customers, and other stakeholders in the process
- You apply mediation & conflict resolution techniques, esp. in tough situations and if under pressure
- You easily apply Office productivity and communication tools such as Office 365, Slack, and Miro - knowledge of Jira Service Management is a plus
- Knowledge of programming languages is a plus
- Certification/knowledge about ITIL framework is a plus
- Your English is fluent, and you speak at least one other European language.
- Opportunity to work in a well-funded corporate Start-Up with a competitive advantage derived from market access of our mother company Körber
- Exposure to the hottest IT technologies, like AI/ML, Cloud and Industrial IoT
- Challenging role with lots of opportunities to grow fast & steadily - as an expert and as an entrepreneur
- Development opportunity in a group of professionals, who joined from top tier start-up, industry and consulting companies and an education from top tier universities
- Our inspiring Porto office that serves as technology hub for the entire Körber group
- An agile, inspiring, multi-cultural, multi-disciplinary and innovative work environment with great colleagues
- A competitive salary & benefits package and dedicated training budget
For questions please contact us via .
Please apply exclusively via the “Apply now” button.We are Körber - an international technology group with about 12,000 employees, more than 100 locations worldwide and a common goal: We turn entrepreneurial thinking into customer success and shape the technological change. In the Business Areas Digital, Pharma, Supply Chain, Tissue and Technologies, we offer products, solutions and services that inspire. We act fast to customer needs, we execute ideas seamlessly, and with our innovations we create added value for our customers. In doing so, we are increasingly building on ecosystems that solve the challenges of today and tomorrow. Körber AG is the holding company of the Körber Group.