75% Remote Ticket Dispatcher f m d for Cloud Infrastructure

Description de la mission

For our client we are looking for a Ticket Dispatcher (f/m/d).

Frame data:
Start: November 2024
Duration: 31.03.25 ++ (long term)
Capacity: 100% if possible
Location: Berlin / Remote (1 week Berlin / 3 weeks remote in rotation), up to 50% onsite in peak times

Role:
The infrastructure product group offers data center services that are provided via a software stack for other product lines within the program. These services are engineered and operated within this group.
The Operations Service Dispatcher is member of the operations sub-group. The Dispatcher is responsible support the run and maintenance the infrastructure in line with the engineering and operational requirements
as they are documented by observing and managing the ticket flow.

– The Dispatcher is responsible to observe the incoming and existing tickets and takes care that the tickets will be taken into the resolution process and will continuously be maintained.
– The dispatcher analyses the ticket status and contact the ticket owner in case the resolution will not be continues. In case the ticket has to be transferred
into a different resolver group the dispatcher observe and manage the re-dispatching process.
– After resolving a ticket, the dispatcher ensures to inform the requester and performs post resolution activities.

Profile Requirements:
The individual should have had the first experience in IT and has communication skills. Base Knowledge about ITIL processes should be available.

Skills (must-have)
– Basic Experience in at least one of the following areas:
o Compute (hardware)
o OS
o Network
o Firewall
o Storage
o Software Development skills
Communication skills
Open mindset to actively manage the defined Incident process.
– Willingness to learn.
– Monitor the IT landscape based on the existing technologies
– Must-have language skills: English (B2)