Senior Lead Incident Manager (German & English)

Are you a calm force in the middle of a digital storm? Our team is a high-energy, diverse collective that thrives on solving complex problems and hitting targets. We work hard, support each other, and—most importantly—we get stuff done. We are looking for a Senior Lead Incident Manager who can take the wheel during critical outages, communicate with precision, and drive our infrastructure back to stability.

THE MISSION: WHAT WILL YOU DO?

As a Senior Lead, you aren't just watching tickets; you are orchestrating the resolution of Major Incidents (CBI High/Critical).

• Command & Control: Lead and moderate high-pressure technical conference calls, driving cross-functional teams toward resolution.
  

• Strategic Escalation: Validate, qualify, and manage the lifecycle of major incidents, ensuring timely escalation or de-escalation to the right stakeholders.
  

• Stakeholder Management: Own the narrative. You will craft and distribute structured communications to key stakeholders and top management, keeping everyone informed and aligned.
  

• SLA & KPI Ownership: Ensure that every incident meets its milestones, strictly adhering to Service Level Agreements and performance targets.
  

• Root Cause Initiation: Partner with Problem Management to transition major incidents into the RCA phase, ensuring long-term stability.
  

• Reporting & Quality: Summarize complex technical issues into concise Incident Reports and pre-fill RCA documentation with high-quality data.
  

• Process Evolution: Be a catalyst for change. Drive a culture of continuous improvement, optimizing productivity, quality, and team development.
  

Requirements

YOU WILL SUCCEED IF YOU HAVE:

• Bilingual Proficiency: Fluency in German and English (B2+ level) is essential for managing international stakeholders and technical calls.
  

• ITIL Mastery: Deep, practical knowledge of ITIL frameworks, specifically within Service Operations (Incident, Problem, and Change Management).
  

• Crisis Leadership: Proven experience in leading complex IT technical investigations under pressure, with the ability to maintain tact and excellent judgment.
  

• Executive Presence: The ability to organize, moderate, and present to top management personnel in a structured and professional manner.
  

• Project Management Mindset: A results-oriented approach with the ability to motivate others and complete tasks on time in a high-stress environment.
  

• Structured Autonomy: A self-reliant work style with a high degree of organizational skill and attention to detail.