Major Incident Manager with German

About Atos Group

Atos Group is a global leader in digital transformation with approximately 67,000 employees and annual revenue of approximately €10 billion, operating in 61 countries under two brands: Atos for services and Eviden for products. The Group provides tailored AI-powered, end-to-end solutions across industries and is committed to a secure and decarbonized future.

Key Accountabilities

• Oversee critical P1 and major incident resolution in complex environments, engaging internal and external support teams globally.
• Lead virtual technical teams across all technical areas, driving troubleshooting and recovery to reduce time to repair.
• Ensure relevant resolvers are fully engaged for impact assessment and decision-making.
• Verify incident severity and execute the appropriate Incident Management process.
• Create clear and accurate incident communications for business stakeholders, including senior and executive management.
• Work effectively in a fast-paced, changing environment and manage multiple tasks under pressure.
• Work on a shift and on-call pattern.

Key Skills

• Build long-term relationships with internal and external teams.
• Demonstrate excellent written and oral English communication skills.
• Deliver successfully against commitments and deadlines.
• Operate confidently across management levels with a pragmatic, influential stakeholder-management style.

Essential Experience and Knowledge

• Detailed knowledge of Incident Management theory and operations.
• Operational Incident Management experience is a plus.
• Understanding of ITIL best practices.
• Experience in a customer-service environment.
• Competence with Microsoft Office.
• Fluency in German and English.
• Answer calls on the rotating 24x7 MIM hotline.
• Coordinate with the team when handling major incidents.
• Take over and hand over critical incidents to other team members.
• Lead and moderate technical bridges from an MIM perspective.
• Coordinate service restoration with Technical Experts, Service Delivery Managers and Technical Service Integrators.
• Create technical bridge and whiteboard documentation.
• Create action plans identifying who is doing what, when and why.
• Manage the MIM process for assigned accounts and keep customer information up to date.
• Send internal and external communications using the ServiceNow MI Module.
• Initiate management escalation when required.

Desirable Experience and Knowledge

• Relevant industry and technical knowledge, including database administration, internet protocols, application monitoring, Unix systems, networking and server virtualization.
• ITIL Foundation or ITIL Intermediate certification.
• ServiceNow experience.