Hosting Incident Support Specialist with German

We are the leading technology recruitment and selection consultancy in Romania, working on highly specialized technologies for permanent and interim positions. Since our inception in 2001 as the first specialized IT recruitment agency in Romania we supported over 400 national and global clients in acquiring strategic IT talent for their business.

We are deeply passionate about technology and highly responsible about our work. We understand the pressure of the business and the fact that you need fast and quality results. Therefore we always go for the extra mile to deliver the best IT&C talent for your business, no matter how challenging the project may seem.

Core competencies, knowledge and experience:

• Proven understanding of why customers choose Cloud & Hosting services. Capable of driving technical diagnostics across multiple specialist technical teams.
• Will have worked in technical role and gained 4-5 years’ experience and a broad understanding of IT service technologies.
• Proven ability to focus on impact and to and accurately classify severity and priority through an understanding of our customer’s business.
• Confident when managing customer and stakeholder escalations.
• Strong verbal and written communication skills. Able to effectively communicate at a senior level. Focus on quality.
• Advanced German knowledge

Must have technical / professional qualifications:

• Industry recognised Incident Management qualification
• MCSE/Cisco certification

Role purpose: To ensure exceptional customer service experience through management and review of Ladbrokes Cloud & Hosting Incidents.

Responsibilities:

• Manage major Hosting Incidents
• Undertake Incident reporting and post Incident reviews
• Manage technical bridge calls
• Manage partner and supplier escalations
• Undertake service assurance and continuous service improvement activities for Hosting customers