Team Lead of Site Reliability Engineering (w/m/d) 24x7

At IONOS you work with different teams in partnership with the leading European provider of cloud infrastructure, cloud services and hosting services. We offer you a perspective in one of the most future-proof industries. Open work structures, duz culture and flat hierarchies with incomparable team spirit characterize us. We are firmly convinced that job and fun are compatible and offer you the appropriate environment. With constant growth, we are always looking for new colleagues. Be part of IONOS and let us grow together. The Lead of Site Reliability Engineering (24x7) team is responsible for managing and managing a team of qualified business engineers and technicians for the daily operating management of our cloud platform, including providing support and solving complex customer problems. This role is crucial to ensuring that our customers receive timely and effective support and that the operation of our platform is smooth and efficient. The successful candidate has a solid technical background, excellent leadership and communication skills and the ability to work in a fast-paced, dynamic environment, focusing on priority tasks and problems. Tasks Leadership and team management: Heading and management of a multidisciplinary team of industrial engineers and engineers, providing structure, guidance, coaching and development opportunities to ensure that the team is able to provide exceptional operational performance Promoting a culture of cooperation, innovation and continuous improvement within the team. Development of Site Reliability Engineering and Ensuring that time and budget are provided for the automation and improvement of platforms, systems and processes Technical support and problem solution: Monitor the investigation, diagnosis and solution of complex customer problems and make sure that the basic causes are determined and that lasting solutions are implemented. Cooperation with other teams, such as technology and product management, to solve technical problems and improve product quality Direct support for important customers in the private and public sector. Daily operation: Monitoring of key platform indicators (operating time, latency and error rates) Event Management and possibly escalation at specialized teams Technical Incident Management Process improvement and optimization: Development and implementation of processes and procedures to improve the efficiency and effectiveness of the operation, including the use of automation and tools. Identify areas worthy of improvement and implement changes to reduce the average problem-solving time (MTTR) and improve customer satisfaction. Customer communication and satisfaction: Ensure that customers receive timely and effective communication to solve the problem, including regular updates and status reports. Cooperation with customer-oriented teams in Level 1 and across the company to ensure that customer needs are met and problems are resolved satisfactorily. metrics and reporting: Development and tracking of 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). Development and pursuit of KPIs for measuring service quality and development of a proactive approach for treating customer problems Regular reporting and insights for stakeholders, including recommendations for improvements. Technical expertise: Keep up to date on industry trends, technologies and proven procedures and apply this knowledge to improve the efficiency and effectiveness of the operation. Provide technical guidance and expertise for the team, including training and development opportunities.

Language: English and German C1+ Location: Berlin Note: At the end of the application process, candidates must be subject to a safety review. Your consent is requested in time in the process.

Qualifications Education: Bachelor degree in Computer Science, Engineering or a related area. Experience: 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. Experience in a fast-paced, dynamic environment, with a strong focus on customer satisfaction and problem solution. Qualifications: Embossed technical skills, including experience with Linux, Kubernetes, Public Cloud Services Excellent leadership and communication skills, with the ability to motivate and inspire a team. Embossed problem-solving and analytical skills, with the ability to think critically and unconventionally. Experience with IT service management frameworks such as ITIL. Certifications: ITIL Foundation certification or equivalent. Other relevant certifications such as CompTIA A+ or Cisco CCNA. Benefits Hybrid working model with home office possibility. 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 opportunities. Various health services, such as sports and health courses. About IONOS IONOS is the leading European digitalisation partner for small and medium-sized enterprises (SMEs). IONOS has more than six million customers and is active with a globally available platform in 18 markets in Europe and North America. With its Web Presence & Productivity offerings, the company acts as a “one-stop shop” for all digitization needs - from domains and web hosting to classic website builders and do-it-yourself solutions, from e-commerce to online marketing tools. In addition, IONOS offers cloud solutions for companies that want to switch to the cloud during the further development of their business. We value diversity and welcome all applications - regardless of gender, nationality, ethnic and social origin, religion, disability, age as well as sexual orientation and identity, physical characteristics, marital status or another non-respected criterion according to applicable law.

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