Incident Manager / Problem Manager (m/f/d)

Digital transformation. Reliability. Peacekeeping. We are also working with Diehl in our five subgroups Metal, Controls, Defence, Aviation and Metering and our over 16,000 employees with high pressure. Discover fascinating technologies and apply. In a trusted and courageous family enterprise, which is stable and stable – from tradition. For our site Diehl Defence GmbH & Co. KG in Überlingen am Bodensee, Nonnweiler or Röthenbach we are looking for one: Incident Manager (m/w/d)

In this role, you take on the further development and establishment of incident management/problem management processes and incident management/problem management tools according to ITIL and train or sensitize your IT colleagues with regard to these processes. In addition, control and coordinate Incidents (Major Incidents including communication to stakeholders) across all teams, support groups and service providers involved. You moderate root-cause analyses (RCA) as well as post-incident reviews and derive sustainable measures in the context of problem management. Ensuring compliance with SLAs as well as monitoring and reporting of relevant KPIs (e.g. solution times, repetitions) are one of your tasks as well as deriving improvement measures. In close cooperation with various specialist teams, you will build know-how and workarounds and carry out the escalation and communication with departments, management and external partners in critical disturbances.

You present a completed study of (economic) informatics or a comparable IT training with a multiannual professional experience in the IT service environment. In addition, you can demonstrate sound knowledge of Incident and Problem Management (ITIL), ideally supplemented with relevant certification (e.g. ITIL-Foundation or higher). You have a safe handling of standard commercial ITSM tools as well as a good understanding of CMDB and change processes and are characterized by a pronounced analytical and structured way of thinking. You work in a solution-oriented manner and convince with pronounced communication and moderation capability as well as a sovereign appearance, even in stress situations (Major Incidents). Embossed team skills, enforcing skills and the pleasure of continuous process development round off your profile.

Collective remuneration Flexible working times Family business Occupational pension Internal training programmes In the case of the same status, the activities of severely hindered persons are preferentially treated. If you are interested, please specify your SB status on a voluntary basis. .