Lead Incident Management

My responsibilities:

• Supervising and ensuring the quality of Service Desk output
• Daily management, supervision and development of the Incident Management and Major Incident processes
• Constant contact with management, providing information on processes, IT tickets and Track and report on Major Incident KPIs, trends and improvements
• Supporting the work of Service Desk Agent colleagues
• Controlling the quality of necessary documentation
• Cooperation and communication with internal and international partner departments and stakeholders
• Evaluating, promoting and leading bridge calls with multiple resolvers
• Provide mentorship to the Incident Coordinator Team

The knowledge I own:

• Excellent English (C2) language skills (knowledge of German is an advantage)
• Minimum 3+ years of experience and professional knowledge of Incident or Major Incident Management
• ITIL4 or ITIL Service Operations certificate is an advantage.
• Proactive attitude and holistic view of processes
• Excellent communication skills (verbal and written) with customer-oriented attitude
• Willing to work with on-call system

The offer that would convince me:

• Opportunity to develop in a constantly growing organisation
• Work on your own in a responsible, varied and interesting environment
• Pleasant working environment
• Secure, long-term employment
• Hybrid working arrangements

Imagine a company where ALDI’s well-known quality and reliability meet IT expertise and innovation. ALDI International IT Services (AIIS) strives to achieve this every day: as part of ALDI DX, it supports a wide range of IT and business services for the ALDI SÜD Group from Hungary.

Founded in 2012 and operating as an individual business entity since 2018, AIIS has grown to nearly 1,000 employees, with offices in Budapest, Biatorbágy, Pécs and Debrecen. Its portfolio includes IT support for ALDI stores and regional headquarters across Europe and beyond – from the UK and Ireland to Germany, Austria, Italy, Switzerland, Slovenia and Hungary.

Online application:

Please use our online application and attach your resume.