Incident Manager

4iG Nyrt•Countryside, IL

31d•Hybrid

About The Position

Rheinmetall 4iG Digital Services (R4) is a joint venture between Rheinmetall, a globally leading supplier of defense and automotive products, and 4iG, Hungary's leading IT systems integrator. R4 has been founded end of 2022 with its headquarters in Budapest and the initial mission to provide project- and operations-related IT services to Rheinmetall's local subsidiaries in Hungary and worldwide. Based on business requirements and opportunities, R4 plans to progressively expand the scope of its services for internal and external customers alike. In a nutshell, R4 is like a start-up with guaranteed success. Equipped with a hands-on mentality, it significantly benefits from the support and tremendous growth of both Rheinmetall and 4iG. The designated business and solid setup offer outstanding development potentials for R4 itself but consequently also for all employees, because there will be lots of interesting jobs in an international and dynamic work environment. In order to achieve our common goals, we count on you

Requirements

A passion for building new things from the ground up.
Ability to start projects from scratch and drive them forward.
Creativity and openness to bring your own ideas to the table.
Bachelor's degree in IT, Computer Science, Business Administration, or a related field.
Strong knowledge and practical application of ITIL v4 (ITIL v4 Foundation or higher certification is an advantage).
Minimum 5 years of professional experience in IT service management.
Proven experience in Incident Management daily operations and Major Incident handling.
Familiarity with ITSM tools (HaloITSM, ServiceNow).
Experience in reporting and SLA management.
Ability to manage on-call responsibilities and urgent issues outside business hours.
Excellent collaboration and communication skills to work effectively across diverse teams and stakeholders.
Good proficiency in English; German is an advantage.
Analytical and structured working style, with the ability to identify risks, gaps, and optimization opportunities.
Good proficiency in English and German

Nice To Haves

Experience in defense / manufacturing company

Responsibilities

Daily operation and support of the Incident Management process.
Support the implementation of the process during transition phases.
Submit and document process improvement ideas.
Perform Major Incident Management and on-call duties, handling urgent issues outside business hours.
Lead bridge calls during major incidents, coordinating technical and business participants.
Prepare reports and dashboards aligned with SLAs and KPIs.
Collaborate with development and operations teams to ensure smooth incident resolution.
Communicate with users and provide status updates during incidents.
Utilize and support configuration of tools related to ITSM processes.
Manage the full lifecycle of incidents from logging to closure, ensuring SLA compliance.
Define priorities and categorize incidents based on severity.
Coordinate major incident response, communication, and restoration in critical cases.
Provide status updates and customer notifications during incidents.
Conduct Post-Incident Reviews (PIR) and propose improvement actions.
Handle escalations and ensure proper routing to the right level.
Collaborate with customers, service management, and other related internal teams.

Benefits

Take over an important and challenging role with high visibility
Become part of the unique growth stories of Rheinmetall and 4iG, which offer outstanding development and career opportunities
Gain insight into the defense and automotive industry
Make use of the broad network with over 40.000 great colleagues at Rheinmetall and 4iG worldwide
Benefit from various professional trainings and events
Enjoy our international and flexible work environment with an official office in Budapest but up to 90% mobile work

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