Senior IT Process Manager (Major Incident & Problem Management) | f/m/d

Quick Facts

• Role: IT operations coordination for Major Incident Management and Problem Management

• Language: English (C1 required)

Description

Coordinate the restoration of critical IT services through effective Major Incident Management processes and task force leadership.

Responsibilities

• Coordinating the restoration of critical IT services through effective Major Incident Management processes and task force leadership
• Managing the classification, prioritization and documentation of major incidents in accordance with global process guidelines
• Monitoring incident and problem records to identify delivery issues, mitigation actions and service improvement opportunities
• Managing and analyzing operational metrics, SLA performance and KPI trends from a customer and user perspective
• Delivering real-time communication and updates to senior stakeholders during major incidents
• Proactively identifying performance deterioration and driving preventive actions to improve service resilience
• Leading root cause analysis activities and tracking implementation of permanent fixes and service improvementscollaborating with Service Owners, Application Owners, IT providers and Global Process Owners to improve service performance and operational effectiveness
• Preparing service reports, incident statistics and problem management analyses for operational reviews and governance purposes
• Defining requirements for monitoring, reporting and operational management capabilities across IT systems and applications in cooperation with architecture and engineering teams

Requirements

• Fluency in English (minimum C1 level)
• University degree in Information Technology, Business Information Management or a related field
• Extensive experience in Major Incident Management and Problem Management within a global IT environment
• Practical knowledge of ITIL processes and service management best practices
• Experience in stakeholder management and communication in high-pressure operational environment
• Experience working with external service providers and cross-functional IT teams
• Practical project management experiences
• Strong analytical, planning and organizational skills
• Ability to work effectively in a global, matrix-oriented environment

Benefits

• Medical package, sports card, and numerous sports sections
• Flexible working hours, confidential employee assistant program, and possibility of remote working
• Workshops and training courses, hackathons and meetups, digital learning platforms and language courses
• CSR activities
• Bike races and soccer matches, film marathons in the cinema room, and other team-building activities
• Diversity-focused culture valuing gender, nationality, religious beliefs, disability, age, and sexual orientation or identity