Incident Coordinator

vor 4 Monaten

Frankfurt am Main, Deutschland Digital Realty Vollzeit

**Your role**

We are looking for an **Incident Coordinator (IC) **(f/m/d) to manage customer communication and incident escalation in our data center operations. The IC ensures smooth incident handling, allowing technical teams to focus on resolution while coordinating communication and driving process improvements.

**Key Responsibilities**
- Track corrective actions and create monthly incident reports.
- Manage escalations and ensure continuous communication.
- Serve as the main customer contact for internal teams to centralize incident communication.
- Proactively communicate with affected customers, including outside business hours.
- Own the incident management process, including training and local system oversight.
- Support problem management by coordinating incident priorities and impact analysis.
- Collaborate with Customer Success, Service Planning, and Account Managers to inform operational teams.
- Develop and improve SOPs/MOPs to ensure 100% uptime.
- Monitor performance metrics and provide regular reports.

**Your Profile**
- **Bachelor’s degree** in Business Administration with a technical focus or a related field.
- **Minimum 5 years of experience** in Service Support, focusing on incident and escalation management, or equivalent experience in the Data Center industry.
- **Deep knowledge of data center systems** including critical Mechanical, Electrical, and Plumbing (MEP) infrastructure such as Uninterruptible Power Systems (UPS), Emergency Power Systems, and water/air-cooled air conditioning systems.
- Expertise in **critical data center electrical and mechanical distribution** systems and monitoring tools.
- **Excellent verbal and written communication skills**, with the ability to effectively present information to internal and external customers.
- **Fluent in English and German**

**A bit about us**

Digital Realty is the leading provider of carrier and cloud neutral data centre services by delivering the full spectrum of data center, colocation and interconnection solutions. PlatformDIGITAL®, the company’s global data center platform, provides customers with a secure data meeting place and a proven Pervasive Datacenter Architecture (PDx) solution methodology for powering innovation and efficiently managing Data Gravity challenges. Digital Realty gives its customers access to the connected data communities that matter to them with a global data center footprint of **300+** facilities in **50+** metros across **28** countries on 6 continents. We've **3,500+** colleagues around the world who work together, come up with life-changing solutions and create connections that matter every day.

**What we can offer**

Our rapidly evolving business sector offers the opportunity to be part of a courageous and passionate team who work together to understand and meet the changing needs of our global customers. Join us and you’ll be part of a supportive and inclusive environment where you can bring your whole self to work. As part of our team, you’ll get to work with people from different business areas, challenge the way we do things and put your ideas into action. We’ll also give you plenty of development opportunities so you can build a rewarding and successful career with us.

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