IT Ticket Manager (m/w/d) / IT Problem Manager (m/w/d)

HPM DIE HANDWERKSGRUPPE is a family-run group of companies and one of the market leaders in the development trade, consisting of successful and locally anchored craft enterprises in Germany and Austria. The HPM is a strong network with over 150 first-class companies in the three divisions: painter façade expansion, technical building equipment and windows and facade. Over 4,400 employees, a modern management and a dedicated training and training programme ensure the high quality of work, healthy growth and the safe future of the group. In Hamburg, we see ourselves as a service provider of our local businesses and support in many areas, such as in accounting, controlling, personnel, law, IT or marketing. Strengthen our dedicated team in the field of HPM Service and Administration as soon as possible

IT Ticket Manager (m/w/d) / IT Problem Manager (m/w/d)

40 hours, full time Unlimited Hamburg

You take over the operational management of problems over the entire lifecycle in IT operations You analyze all active IT tickets (Incidents, Service Requests, Changes) to detect patterns, recurring errors and vulnerabilities You carry out structured Root Cause Analyses (RCA), thereby taking sustainable action You control and document problem tickets autonomously in Atlassian Jira You work closely with IT support, incident and workplace managers and take over their tasks as needed You agree with the IT workstation team for systematic processing of terminal and user problems You work together with the infrastructure, application and security team to solve the problem holistic You’re creating reports, trend analysis and KPIs to evaluate the effectiveness of your actions You’re working on change and knowledge management

You have a successfully completed professional training, special training in the field of IT security, or knowledge and skills acquired through comparable ways You bring practical experience in IT service management, especially in problem management You have experience dealing with Atlassian Jira or a comparable ITSM tool You know about ITIL, ideally you have a certification You have a high level of commitment and an independent and result-oriented way of working You are strong in communication and work successfully in cross-departmental teams You're burning for IT operation!

Unlimited employment contract and an attractive remuneration 30 days of year An exciting and responsible position in a strategic field of action with great design possibilities and full dynamics A modern workplace in the heart of Hamburg, which is easily accessible with JobRad and Germany Ticket (Augment) An occupational pension building and other social benefits Exciting training opportunities and long-term prospects – we want you to stay with us in the long term! JOBV1_EN