e-shelter security GmbH | Germany | 60xxx Frankfurt am Main | Permanent position | Full time | Published since: 17.02.2026 on stepstone.de
Incident Manager (m/f/d)
As an Incident Manager, you will ensure smooth, efficient and documented IT support in the security environment. You are the central interface between international customers, internal specialist departments and external service partners and coordinates complex support requests across Europe. The aim is to process Incidents in a transparent, quality-secured manner and within agreed SLAs in a closing manner. .
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Your tasks • Your profile • What we offer
Acceptance, classification and prioritization of complex IT support requests in the 1st level as well as initial analysis and troubleshooting in the IT security environment. Complete and structured documentation of all processes in the systems used. Coordination and tracking of 2nd and 3rd level tickets to the sustainable solution. Independent monitoring of SLA requirements and escalation in critical incidents. Ensuring excellent international disruption management. Continuous development of service processes and disorder strategies
Experience in IT service management, ideally in the security environment.
Knowledge of ticket and ITSM systems (e.g. ServiceNow).
Confidence with ITIL processes as well as SLA and KPI tracking.
Understanding technical relationships in the field of IT security, infrastructure or system integration.
Very good knowledge of German and English in word and writing.
You can expect a variety of development opportunities in an established, growing company We invest a lot in continuing our employees You receive a monthly tax-free allowance of 50 euros You get access to over 800 partners of our Corporate Benefits program What awaits you with us: summer parties, Christmas parties, food grant for the canteen, 30 days vacation
Location
 | e-shelter security GmbH | |
| 60489 Frankfurt am Main | ||
| Germany |
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