Critical Tickets Coordinator

responsibilities :
Ensuring that activities within Incident Management process are being performed at a high level of quality and that they meet their associated Service Level Agreements and/or Operational Level Agreements
Tracking and Escalating critical IT incidents according to the defined Service Levels
Coordinating activities with IT teams and/or external support teams to complete the incident resolution
Validating priority of critical incidents by assessing business impact
Cooperation with Global Service Desk, Service Operations Managers and IT support teams inside Bosch Group (especially twin units in Germany, Brazil, China realizing Follow The Sun model)

requirements-expected :
Very good English and German (both written and spoken)
ITSM knowledge (ITIL / COBIT certification would be an advantage)
Excellent oral and written communication skills
Analytical and critical thinking
Effective team player and leader who can work independently when necessary
Ability to handle and perform in stressful situations
Business oriented attitude
Experience in a global, multicultural environment will be a plus

offered :
We would like to offer you number of amenities for you and your loved ones.
Work #LikeABosch:
Contract of employment and a competitive salary (together with annual bonus)
Flexible working hours with home office after the pandemic as well
Referral Bonus Program
Copyright costs for IT employees
Canteen in the office with co-financed lunches
Grow #LikeABosch:
Complex environment of working, professional support and possibility to share knowledge and best practices
On-going development opportunities in a multinational environment
Broad access to professional trainings, conferences and webinars
Language courses
Live #LikeABosch:
Private medical care and life insurance
Multisport card and sports teams
Number of benefits for families (for instance summer camps for kids)
Non working days on the 24th and 31st of December
Discounts for Bosch products

benefits :
private medical care
sharing the costs of professional training & courses
life insurance
flexible working time
corporate products and services at discounted prices
integration events
coffee / tea
leisure zone
pre-paid cards
employee referral program
charity initiatives
family picnics
Lawyer consultation
Summer and winter activities for children
kafeteria
karta lunchpass