IT Problem- & Incident Manager – ITSM (m/f/d)

You make sure that IT issues are not only solved quickly, but sustainably avoided – and actively shape the further development of our incident and problem management processes with increasing responsibility. Process responsibility: You continuously shape, document and optimize our incident and problem management processes and ensure compliance with SLAs, standards and processing times. Incident Management & Escalation: You ensure a structured troubleshooting and take over communication and moderation at Major Incident Calls. Problem Management: You conduct Root Cause analyses, develop sustainable workarounds and plead the Known Error Database (KEDB) to prevent recurring disorders proactively. Control: You plan and control the resources in the incident and problem environment and agree closely with adjacent IT processes. Reporting & Continuous Improvement: You’re the first to report and KPIs, thereby eliminating improvement measures Communication: You are the transparent and sovereign interface to departments, IT teams and external partners.

Complete IT training (e.g. specialist informatics) or studies in the field of (economic) informatics First experience in IT service management or IT security environment Basic understanding of IT processes (ideally ITIL – but can also be deepened with us) Experience with ITSM tools (e.g. Jira o. Ä.) Structured and careful operation, especially in documentation Interest in regulatory issues and IT compliance (e.g. DORA Analytical thinking and fun to understand causes of problems Very good German knowledge and good English skills Openness for changes and interest in actively shaping processes

Working hours: for full time 38 hours per week and sliding time during time recording Mobile work: 3 days a week and flexible working hours based on trust work time Holidays: 30 days, additional work-free days (24.12. and 31.12.) and up to 12 days of leisure Remuneration: collective agreement for private insurance and additional voluntary benefits Further development: Promoting personal development and continuing vocational training Health: occupational retirement and in-house fitness room with individual training offers Family & Occupation: Childcare Grant and Employee Support Program Mobility: free parking, easy access to the ÖPNV and bicycle leasing Food: Water, tea and coffee specialities Culture: community and great corporate events Dresscode: Business Casual – tie and dusty insurance was yesterday