Advanced Incident Coordinator

About the job

The Incident Coordinator will be responsible for providing incident management support in a 24x7 shift-based environment, assisting customers/users and executing tasks as part of an Allianz global team, supporting worldwide functions. 

What you do

• Provide support for major incidents related to servers, applications, Telephone systems, and other IT platforms. 

• Serve as the escalation point for complex customer issues, liaising with technical support personnel. 

• Oversee daily incident processes, ensuring all incidents are acknowledged and their status accepted; manage resolutions to meet SLA targets. 

• Collaborate with various levels of the Technical support team to escalate more complex issues for resolution. 

• Communicate clearly with relevant personnel to provide a comprehensive understanding of user's issues when escalation to a higher level is required. 

• Monitor incoming high-priority incidents and escalate them in accordance with Service Level Standards (SLS) guidelines. 

• Participate in and lead customer-requested conference calls. 

• Create and distribute knowledge articles and information among the team. 

• Perform additional tasks as assigned. 
   

What you bring

• High proficiency in English is a must; interpersonal, oral, and written skills. 

• Exceptional customer service, communication, teamwork skills, and a consistent quality of work. Ability to work independently as well as in a team environment. 

• A strong inclination and eagerness to learn new technologies and tools.  

• Ability to work on a shift rota to ensure full 24x7 onsite coverage for clients, including weekends and public holidays. 

• A minimum of 1 year experience in the IT support field. 

• A degree in a computer-related field, MIS, IT, or equivalent relevant training and experience. 

• Excellent written and verbal communication skills, with the ability to present complex technical information in a clear and concise manner to a variety of audiences. 

• ITIL Foundation Level knowledge; certification is preferred. 

• Adaptable to a dynamic work environment 
   

What we offer

• We offer a hybrid work model which recognizes the value of striking a balance between in-person collaboration. 

• We believe in rewarding performance and our compensation and benefits package includes a company bonus scheme, pension, employee shares program and multiple employee discounts (details vary by location). 

• From career development and digital learning programs to international career mobility, we offer lifelong learning for our employees worldwide and an environment where innovation, delivery and empowerment are fostered. 

• Flexible working, health and wellbeing offers (including healthcare and parental leave benefits) support to balance family and career and help our people return from career breaks with experience that nothing else can teach. 
  
  56626 | IT & Tech Engineering | Professional | Non-Executive | Allianz Technology | Full-Time | Permanent

About Allianz Technology 

Allianz Technology is the global IT service provider for Allianz and delivers IT solutions that drive the digitalization of the Group. With more than 13,000 employees located in 22 countries around the globe, Allianz Technology works together with other Allianz entities in pioneering the digitalization of the financial services industry. 

We oversee the full digitalization spectrum – from one of the industry’s largest IT infrastructure projects that includes data centers, networking, and security, to application platforms that span from workplace services to digital interaction. In short, we deliver full-scale, end-to-end IT solutions for Allianz in the digital age. 

D&I statement 

Allianz Technology is proud to be an equal opportunity employer encouraging diversity in the working environment. We are interested in your strengths and experience. We welcome all applications from all people regardless of gender identity and/or expression, sexual orientation, race or ethnicity, age, nationality, religion, disability, or philosophy of life. 
 

Join us. Let´s care for tomorrow.  

You. IT