Supporter / Incident Manager (m/f/d) 80 - 100%

About the job

With your analytical, structured, and solution-oriented approach, you skillfully juggle various customer inquiries without mixing them up? As a Supporter / Incident Manager, you can fully apply these skills: You support your main customer in various matters related to our IT solutions and take on diverse tasks in a well-coordinated, family-like team.

In cross-functional collaboration, you optimize our support processes and are responsible for the entire incident management process. Thanks to your open, communicative, and eager-to-learn nature, you quickly gain the trust of those around you.

• Receiving, analyzing, and prioritizing complex incident reports in 2nd level support
• Performing error diagnostics as well as providing workarounds and initial solutions, including documentation in the ticket and knowledge management system
• Monitoring incident lifecycles and further developing the associated KPIs, for which you take control to ensure compliance
• Supporting the teams with your methodological know-how and strong coordination skills, including acting as an escalation point for incidents

• Completed vocational training, ideally supplemented by further education in IT or business administration
• Several years of experience in application support (1st or 2nd level) as well as corresponding service-oriented thinking and acting
• Solid knowledge in the ITSM environment, especially in the area of incident management
• Technical background (e.g., data analysis, reporting) and/or experience with cloud environments; alternatively, the motivation to acquire this knowledge is considered an advantage
• Native German speaker (spoken and written)

Lucienne Ammann
HR Business Partner
+41 58 226 04 63
lucienne.ammann@bison-group.com