IT-Administration

Job Description:

Mission:

Restores availability and normal service levels, in accordance with the defined SLA, in the event of an incident

Activities:

Analyses, identifies and resolves anomalies and disservices in order to restore availability and normal service levels as soon as possible, in accordance with the defined SLA

• Performs a first-level resolution diagnosis based on the competencies possessed and the procedures recorded in the event of Known Error
• Performs a second level diagnosis if necessary with the possible involvement of external suppliers
• Identifies corrective actions to definitively resolve the error or identifies workarounds for malfunctions that cannot be definitively resolved
• Verifies the mitigation of the disservice and its complete resolution based on the expected results of the identified measures
• Manages Major Incidents with a dedicated process
• Monitors incidents managed in compliance with SLA
• Proactively identifies any problems
• Records, categorises and prioritises problems
• Analyses the problem to identify a root cause or at least a workaround
• Identifies interventions for the resolution of the causes of the problem
• Performs a feasibility analysis of a possible identified solution by evaluating the impacts, costs and implementation and approval timeframes
• Monitors the planned interventions and verifies their effectiveness in solving the problem
• Updates the Known Error Database
• Prepares data for unified dashboards (managed by the Enterprise Performance Mgmt process)

Seniority:
Expert
Primary Location:
DE - Oberpfaffenhofen - GSOC
Contract Type:

Hybrid Working:

Onsite