Atos is a global leader in digital transformation with 111,000 employees and annual revenue of c. € 11 billion. European number one in cybersecurity, cloud and high performance computing, the Group provides tailored end-to-end solutions for all industries in 71 countries.
A pioneer in decarbonization services and products, Atos is committed to a secure and decarbonized digital for its clients.
Atos is a SE (Societas Europaea), listed on Euronext Paris and included in the CAC 40 ESG and Next 20 Paris Stock indexes.
The purpose of Atos is to help design the future of the information space. Its expertise and services support the development of knowledge, education and research in a multicultural approach and contribute to the development of scientific and technological excellence.
Across the world, the Group enables its customers and employees, and members of societies at large to live, work and develop sustainably, in a safe and secure information space.
What are we looking for?
We are looking for a Incident Management with German for our team.
Key Accountabilities :
Read the contract and prepare a gap analysis, showing the difference between the standard ASMM and the contract
Raise the deviations with the CFS PM and prepare a workaround for the deviations
Create and document the process workflow together with the customer
Document the process in SOHB and PHB
Decide and agree on the language of ticket entry, conclusion and customer communication (E2E if the ticket lifecycle
Create ticket category tree and assign groups based on the inputs from delivery units
Check if there is any requirement for special groups like translation services etc.
Check if the resolver groups have enough members
Check if all business hours are covered through resolver groups
Support in Ticketing Interface
Ensure that all master data for creating incident tickets records are available or provided by the customer
SLA implementation : Identify and implement the contract obligations
If Atos acts as a general service provider, the external parties must be involved in operational control and monitoring.
In addition to a connection to Atos ITSM tools, this includes SLA implementation and control. In addition, all performance parameters must be compared in advance between UC and the contract.
Compliance must be documented and clarified immediately.
Check the SLA implementation, priority mapping and key user mapping in the tool.
Align with the customer on the three strike rule and automatic closure of tickets
Finalizing the documentation with the customer and acceptance by the customer
Handover to BAU
Knowledge of German and English Language
What we offer :
We offer you training and certifications :
Ongoing In-depth training with current and emerging products and technologies.
We have flexible benefits for you : Medical program, Sports benefits, Lunch vouchers, Mobile phone, Laptop
Compensation : offer competitive pay and benefits packages and relocation bonus.
Have extra vacation days based on your work experience.
Here at Atos, we want all of our employees to feel valued, appreciated, and free to be who they are at work. Our employee lifecycle processes are designed to prevent discrimination against our people regardless of gender identity or expression, sexual orientation, religion, ethnicity, age, neurodiversity, disability status, citizenship, or any other aspect which makes them unique.
Across the globe, we have created a variety of programs to embed our Atos culture of inclusivity, and work hard to ensure that all of our employees have an equal opportunity to contribute and feel that they are exactly where they belong.