Incident & Problem Manager (m/f)

Standort: Düsseldorf, Nordrhein-Westfalen, Germany
Erstellungsdatum: 08-12-2017
Our client is an international, family owned company operating in more than 60 countries. We are looking for someone eager to make the most of every chance to actively help shaping their own as well as our client's future. Therefore our client is searching for candidates who are self-contained, creative and motivated to take the companies' digital development to the next level. They provide a pleasant working environment within a motivated team, coupled with both professional and personal development. Moreover, our client advocates occupational health management and the reconciliation of work and family life. All freedom and resources needed to creatively shape your and our client's future will be given.

Your tasks: 
  • Define, implement, improve and manage reliable and sustainable incident and problem management processes in line with overall process strategy and corporate policy.
  • Owner of incident and problem management and its escalation processes, ensuring high levels of performance in these processes.
  • Daily monitoring, check and clarify prioritization of incidents and problems.
  • Processing (identification, categorization, prioritization, dispatching, follow-up, documentation) of incidents and problems (2nd & 3d Level Support) until a service is restored or a sustainable solution is implemented.
  • Align communication and ticket flow with 1st level (central and countries).
  • Manage root cause analysis between technical teams.
  • Close collaboration with release & deployment and change management, service delivery management, operations management and solution architects.
  • Ensure highly transparent Incident and Problem status including regular and accurate management reporting.
  • Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed.
  • Ensure accurate and up to date documentation (policies, procedures, templates etc) including knowledge bases.
  • Work with internal and third-party teams to ensure actions are taken and completed to protect and improve processes and services.
Your profile: 
  • Successfully completed Information Technology studies or an equivalent education.
  • Several years of relevant working experience within IT, at least 3 years in the required field of Incident and Problem Management.
  • Experienced in handling complex solutions, especially with Cloud, Hybris, Dockerized, web & iOS application.
  • Experience in the management of external service providers.
  • Proven knowledge of service management frameworks (e.g. ITIL, Cobit) - ideally ITIL® foundation certification and especially Service Operations.
  • Basic knowledge of project management frameworks (e.g. PMI, Prince2) - ideally Prince2® foundation certification.
  • Experience in problem analysis (5-Whys, Ischikawa, FMEA).
  • Excellent customer facing service skills
  • Excellent organisational skills and able to work under pressure and meet deadlines.
  • Able to demonstrate a high degree of flexibility including shift and out of hours working.
  • Extensive capability to communicate and interact internationally and with various management levels.
  • Fluent German and English language.
Why work for our client: 
  • Ability to be part of a digital movement. 
  • Professional and personal development.
  • Pleasant working environment. 
  • Occupational health management.
  • Reconciliation of work and family life.
  • Highly motivated and professional team.
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