IT Service Operations Manager
Vor 3 Tagen
Job Summary
We are seeking a highly skilled Service Operations Manager to join our team at Quipu GmbH. As a key member of our IT department, you will be responsible for ensuring the smooth operation of our IT services and infrastructure.
Key Responsibilities
- Manage incident and major incident management processes, ensuring timely resolution and minimal disruption to our services.
- Identify recurring incidents, log them as problems, and conduct root cause analysis to prevent future occurrences.
- Align capacity planning with availability goals to ensure IT service continuity.
- Control, monitor, and optimize incident, problem, and availability management processes according to ITIL best practices.
- Prepare detailed reports on incidents, post-mortem analyses, trend analyses, and identification of opportunities for improvement in the incident management process.
- Regularly report incident, problem, and availability processes to stakeholders and organize internal and external meetings as needed.
- Coordinate global service teams during incidents to ensure efficient resource allocation and resolution in accordance with established service level agreements.
- Initiate continuous improvements based on KPIs and customer feedback to increase the efficiency and effectiveness of IT processes.
- Produce regular reports on problem management metrics and maintain the Known Error Database (KEDB).
- Produce regular reports on IT service availability and performance metrics, identifying trends and providing insights for continuous improvement.
Requirements
- Completed training in an IT profession, University of Applied Sciences degree in Computer Science, or comparable knowledge.
- Strong leadership skills, including decision-making and enforcement.
- Experience in coordinating cross-site teams.
- Readiness to work in shifts, including non-business hours.
- Experience with ticket management systems.
- Availability management experience is preferred.
- Strong troubleshooting and IT infrastructure skills.
- Excellent customer, solution, and service orientation.
- Very good written and spoken knowledge of English.
- Excellent communication and interpersonal skills, resilience, and ability to communicate technical concepts to non-industry stakeholders.
What We Offer
- Excellent team-oriented, dynamic, and international working environment.
- Challenging, engaging, and varied tasks.
- Personal and technical skills development with certified trainings.
- Modern workspace with very good public transport connection.
- In-house German classes.
- Travel possibilities.
- 30 paid vacation days.
- Deutschlandticket, although not fully covered but subsidized.
- Hybrid model of working (120 days per year).
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