Job
In this role, you will develop Incident and Problem Management processes according to ITIL, facilitate Root Cause Analyses, and coordinate Major Incidents along with improvement measures in IT.
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Your role in the team
- In this role, you will be responsible for the further development and establishment of incident and problem management processes and tools according to ITIL, as well as training and raising awareness among your IT colleagues regarding these processes.
- In addition, you manage and coordinate incidents (including Major Incidents and communication to stakeholders) across all involved teams/support groups and service providers.
- They facilitate root cause analyses (RCA) as well as post-incident reviews and derive sustainable measures from them within the framework of problem management.
- Ensuring compliance with SLAs as well as monitoring and reporting relevant KPIs (e.g., resolution times, repeat incidents) are also part of your responsibilities, as well as deriving improvement measures.
- In close collaboration with various specialist teams, you build Known Errors and Workarounds and handle escalations and communication with departments, management, and external partners during critical disruptions.
Our expectations of you
Education
- You have a completed degree in (Business) Informatics or a comparable IT qualification with several years of professional experience in the IT service environment.
Qualifications
- In addition, you can demonstrate solid knowledge in Incident and Problem Management (ITIL), ideally complemented by relevant certifications (e.g., ITIL Foundation or higher).
- You have a confident handling of standard ITSM tools as well as a good understanding of CMDB and Change processes, and you are characterized by a strong analytical and structured way of thinking.
- You work solution-oriented and convince with strong communication and moderation skills as well as a confident demeanor, even in stressful situations (Major Incidents).
- Your strong team skills, assertiveness, and enthusiasm for continuous process improvement complete your profile.
- Applicants with a severe disability will be given preferential treatment if they have equal qualifications. If you wish, please voluntarily indicate your SB status in your application.
What we offer
- Tariff-based remuneration
- Flexible working hours
- Company pension scheme
- Internal training programs
Benefits
Health, fitness & fun
Work-Life-Integration
Food & drink
Job locations
About your employer
Diehl Controls is a global leader in the household appliances and HVAC/R industry. We offer top-notch solutions and innovative products, covering everything from development to industrialization and high-tech production.
- Established Company
- Onsite, Hybrid
- Industry, Production
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