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Senior IT Operations Manager for Incident and Problem Management
vor 2 Monaten
We are seeking an experienced Senior IT Operations Manager to join our team as a Global Incident and Problem Manager. As part of our IT Service Integration & Management department, you will be responsible for the end-to-end lifecycle of our Incident and Problem Management processes, with a special focus on Major Incident Management.
Key Responsibilities
Develop, refine, and implement the Incident Management process lifecycle, working closely with internal teams (e.g., Infrastructure, ERP, Security, Digital) and external service providers.
Assess and prioritize incidents based on urgency and business impact, coordinating their resolution with relevant Subject Matter Experts.
Monitor the progress of major incidents, participate in bridge calls, and lead Root Cause Analysis (RCA) while identifying risk mitigation strategies.
Manage escalations and maintain clear communication with stakeholders, including senior management, during high-impact incidents.
Coordinate and challenge internal and external teams (Service Desk, 2nd/3rd level support) to ensure timely incident resolution in line with established Service Level Agreements (SLAs).
Ensure known issues are documented, communicated, and shared effectively across the organization.
Define and analyze incident and problem management reports, identify trends, and recommend process or technical improvements.
Oversee the Problem and Event Management process lifecycle, actively participating in Service Review Meetings with IT partners.
Requirements
Degree in Business Informatics, Computer Science, Engineering, or a comparable qualification.
ITIL certification (mandatory).
A minimum of 3 years of experience in ITIL Incident and/or Problem Management, either in consultancy, service provider, or an in-house IT organization.
Extensive knowledge of IT Operations, IT Service Management in outsourced environments, and hands-on experience with ticketing tools (e.g., ServiceNow).
A continuous improvement mindset with a strong focus on problem-solving and delivering solutions.
Professional experience managing service providers, including contract negotiation and management.
Solid understanding of relevant IT technologies, hardware, and software.
Strong analytical, prioritization, and time management skills.
Excellent communication, facilitation, and collaboration skills within international, multicultural environments.
Fluency in English (both written and spoken) is essential; additional languages such as German, French, or Spanish are a plus.
What We Offer
Competitive salary range: €80,000 - €110,000 per year, depending on qualifications and experience.
Opportunity to work with a global company that values innovation and employee growth.
Collaborative and dynamic work environment with a diverse team of professionals.
