Senior Incident Manager in the Production Control Center (m/f/d)

Senior Incident Manager/Senior Incident Manager (m/w/d) Locations: Düsseldorf or Hagen, contract: part-time/full-time (unlimited), Remuneration: 13 TV-L, Application deadline: 22.02.2026 Your mission: NRW digital IT.NRW is about more than “just” a job. It is about an important societal order: to digitally advance a whole federal state. As Senior Incident Manager/Senior Incident Manager (m/w/d) in the Production Management Board, you contribute to efficiently troubleshooting IT issues and providing high service quality to our customers within and outside the Regional Administration. Join now and make an important contribution to 18 million citizens in NRW! Your area: Service bundle The Production Board (PLS) is part of the Service Bundle Operational Security and coordinates the rapid troubleshooting with overarching IT interference (from Major-Incident) – 24/7 and 7 days a week. Our central tasks include the implementation of problem and impact analyses, the close cooperation with the service desk and the creation of regular reports and documentation of measures for continuous improvement.

Your main activity: You take over the coordination, leadership and moderation of overarching IT disputes within the entire state company IT.NRW. You support the specialist areas in 1st and 2nd level support for prioritized services. In the case of special situations, you will participate in special measures of the organisation. In critical situations, you take over the address-oriented information distribution and escalation. You conduct impact analyses to evaluate and understand the consequences of planned changes or disturbances. You regularly participate in willingness to call. Your task also includes: You carry out problem and root Cause analyses to permanently fix faults. You work on the optimization and further development of the production management. In cooperation with the departments, you provide automation tools to eliminate IT interference.

You bring with them: Graduate degree in Information Technology, Mathematics, Physics or in a degree course with IT reference As an alternative to studies: Completion as an operating professional or many years of relevant professional experience in IT At least 2 years of practical work experience in the analysis and coordination of complex IT trainings as well as in at least two of the following areas: Processes and interfaces/conversion with ITIL Process Framework Development or analysis of IT architectures Implementation of small or large IT projects Root Cause and Impact Analyses Moderation and discussion

3-year relevant professional experience with technical expert knowledge in at least one IT field Ready to call regularly (even on weekends and holidays) Secure German (in Word and Writing) Also desirable are: practical experience in dealing with technical and political frameworks in public service Your personality: Team spirit, open to dealing with changes Initiative/self-employment and high communication and problem-solving competence Flexible ready-to-use and loadability even under increased time pressure Additional job information A successful safety review according to § 11 SÜG NRW is required for this position (is initiated within the framework of the recruitment process).

Good development and training opportunities Good work-life balance and reconciliation of work and family by high flexibility (e.g. flexible working hours, option on parttime work, up to 80% home office) Occupational pension Operational health management An open working climate Location dependent: Canteen and free parking