Problem Manager (w/m/d)

Role Summary

Establishment and further development of problem management: With your technical know-how, you will establish sustainable structures and continuously develop processes in order to increase service quality in the long term.

Control of the problem management process: You ensure that problems are systematically recorded, prioritized, tracked and solved sustainably.

Analysis of recurring incidents and service disruptions: Through your structured root cause analysis, you identify sources of errors and derive effective measures to avoid future disruptions.

Support with major incidents and carrying out post-incident reviews: In close cooperation with incident management, you will ensure the structured handover of critical incidents and support the sustainable processing through RCA reports and lessons learned.

Coordination of cross-departmental root cause analyses: By coordinating with different departments, you ensure that complex problems are analyzed holistically and resolved sustainably.

Collaboration with incident, change and service management: You promote a smooth flow of information between the involved processes and support stable service delivery.

Coordination with internal and external stakeholders: Based on your communication skills, you coordinate collaboration with departments, partners, suppliers and carriers to efficiently handle problem cases.

Documentation and continuous improvement: With your focus on transparency and optimization, you create a reliable knowledge base and identify potential for sustainable improvement of services and processes.

Requirements

• Completed training or studies in the field of IT or comparable qualification
• Professional experience in problem management, ideally in a telecommunications or service management environment
• Knowledge of ITIL, problem management and IT service management processes
• Experience in dealing with ServiceNow or comparable ticket and workflow systems
• Fact checker who tackles tasks efficiently, ensures progress and addresses issues empathetically
• Very good knowledge of German and English
• Willingness to take on on-call duties in the context of major incidents and escalation cases

Benefits

• Our portfolio is tailored to your needs. Whether for your job, your insurance and pension provision or for your leisure time. We have a wide range of additional services to offer!
• You benefit from these and other benefits

Flexible work options

30 days vacation and additional on December 24th. and 31.12. free

• Home office equipment including ergonomic office furniture
• Own academy with a constantly growing range of training courses
• Company pension scheme and global 24/7 accident insurance
• Employee discounts and corporate benefits offers
• AND: Your flexible benefit (public transport subsidy, JobRad, Wellhub, daycare subsidy, or company health insurance) including employer subsidy
• Curious? Then apply online now - it's quick and easy.
• Unfortunately, we cannot process applications by email or post.

About the Company

As the regions' digital provider, we take advantage of opportunities, demonstrate drive, take responsibility and work on an equal footing. With over 1,900 colleagues, the municipalities, the economy and society. You with us for more community. True to our motto: Creating great things together.

Additional Information

Still questions? Then please contact

• Elena Fernandez
• HR Talent Acquisition Partner
• e.fernandez@deutsche-glasfarben.de
• #LI-EF

We look forward to your application!