As IT Escalation Manager (m/f/d), you are responsible for managing critical and escalated incidents to minimize the impact on Hapag-Lloyd's business. You ensure that all incidents are resolved in a timely and effective manner, and that communication is maintained with all stakeholders throughout the incident lifecycle. Additionally, you also work closely with other IT teams and providers to identify and implement process improvements that will prevent incidents from escalating in the first place.
Working closely with the development departments, you ensure a smooth transition of newly developed products into operations by coaching the teams regarding requirements which are required for support or operations. You participate in Service Management projects or tenders to provide and assure the Service Management requirements.