Technical Manager - SRE / Automation / ITIL (m/w/d)

We are Europe's leading platform for cloud services and hosting services. We successfully accompany our customers in their company development. For our company success, over 4000 employees are active in several countries worldwide to meet the requirements and wishes of our 8.5 million customers.

We are a brand of United Internet AG, a listed company with around 10,200 employees.

We promote the development of our employees and their different talents, interests and languages. You guide and manage a multidisciplinary team of engineers:inside, by providing structure, guidance, coaching and development opportunities to ensure that the team delivers exceptional operational performance You promote a culture of collaboration, innovation and continuous improvement within the team You develop the Site Reliability Engineering and make sure that time and budget are provided for the automation and improvement of platforms, systems and processes You supervise the investigation, diagnosis and solution of complex customer problems and make sure that the basic causes are determined and that lasting solutions are implemented You work with other teams, such as technology and product management, to solve technical problems and improve product quality You offer direct support for important customers: private and public sectors You monitor the most important platform key figures (operating time, latency and error rates) and manage events, escalate to specialized teams if required and take over the Technical Incident Management You develop and implement processes and procedures to improve the efficiency and effectiveness of the operation, including the use of automation and tools You identify areas worthy of improvement and implement changes to reduce the average problem-solving time (MTTR) and improve customer satisfaction You make sure that the customers receive timely and effective communication to solve the problem, including regular updates and status reports You work with customer-oriented teams in Level 1 and across the company to ensure that the customer needs are met and problems are solved satisfactorily You develop and track key performance indicators (KPIs) to measure the effectiveness of level 2 operations, including metrics such as MTTR, First Call Resolution (FCR) and customer satisfaction (CSAT) You develop and follow KPIs to measure service quality and develop a proactive approach for treating client problems You report regularly and give insights to the participants, including recommendations for improvements

You have a Bachelor degree in Computer Science, Engineering or a related area You bring at least 5 years of experience in a technical support or operating function, of which at least 2 years in a leadership or management position You have experience in a fast-paced, dynamic environment, with a strong focus on customer satisfaction and problem solving You have advanced technical skills, including experience with Linux, Kubernetes, Public Cloud Services You have excellent leadership and communication skills, with the ability to motivate and inspire a team You have pronounced problem solving and analysis skills, with the ability to think critically and unconventionally You have experience with IT Service Management Frameworks such as ITIL and an ITIL Foundation certification or equivalent You have other relevant certifications such as CompTIA A+ or Cisco CCNA

Hybrid working model Flexible working hours through confidence work time At some locations a licensed canteen and various free drinks Modern office space with very good transport connection Various employee discounts for activities and products Employee events such as summer and winter parties, as well as workshops Numerous training and development possibilities Various health services such as sports and health courses JOBV1_EN