Job
- Level
- Experienced
- Job Field
- IT, System
- Employment Type
- Full Time
- Contract Type
- Temporary employment
- Location
- Berlin
- Working Model
- Hybrid, Onsite
Job Summary
In this role, you will design the establishment and operation of a new Tier-Two Operations team, implement ITIL processes, and analyze complex incidents to ensure stable operations in critical IT infrastructures.
Job Technologies
Your role in the team
- Here I am responsible for the setup and operation of the Tier-Two Operations for applications and infrastructure.
- What makes this job interesting for me: As an IT Incident & Problem Manager for Tier-Two Operations, I significantly shape the development of a new Second-Level operation at 50Hertz. In this role, I am part of a growing team of approximately 20 employees and take on a key role in the conception, initial setup, and handover to stable operational management. Together with my colleagues, I ensure the reliable operation of mission-critical applications and infrastructure and actively support the energy transition.
- My responsibilities:
- Conceptual structure of the Tier-Two Operations Team (Second Level) for applications and IT infrastructure,
- Definition, introduction, and documentation of ITIL-based processes (Incident, Problem, Change, and Service Request),
- Participation in the development of a new operational model (roles, responsibilities, and interfaces),
- Transition of the established structures into the stable operational phase ("Transition & Run")
- Analysis of complex incidents and problems including root cause analysis and the derivation of sustainable measures,
- Close collaboration with Tier-One Operations, Application Management, Infrastructure, IT Security, and external service providers,
- Ensuring compliance with Service Level Agreements (SLAs) and operational KPIs,
- Development and maintenance of knowledge documentation as well as support in onboarding new team members,
- Participation in 24/7 shift and escalation models for IT operations.
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Our expectations of you
Education
- Completed degree in Computer Science, Business Informatics, or a comparable qualification,
Qualifications
- Excellent knowledge of ITIL-based service management,
- Confident handling of complex application and infrastructure landscapes,
- Structured, analytical working style as well as high communication and coordination skills,
- Excellent spoken and written proficiency in German and English (C1).
- Not a must, but an advantage:
- Knowledge of IT Service Management tools
Experience
- Several years of experience in IT operations, incident and problem management, or an operations environment,
- Experience in building or further developing operations and support organizations,
- Experience in critical infrastructure environments or regulated companies,
- Experience with project handover processes to operations (DevOps / Transition to Run),
- Experience in agile or hybrid organizational structures.
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What we offer
- Opportunity to drive the energy transition forward yourself
- Employee restaurant where three fresh menus are cooked daily
- Central location directly at Berlin Hbf.
- Company pension scheme
- Daycare and Parent-Child Office for Short-Term Care Shortages
- Extremely collegial environment
- Fair compensation and comprehensive social benefits
- Various working time models with long-term accounts
- Promotion of personal development
- 30 days of vacation
- Employee events (e.g., team development days and company parties)
- Professional consulting services on (mental) health, care, legal, financial, and more
- Bicycle leasing (including private use of the company bike)
- Flexikompass - this position is as flexible as it gets:
- Working hours: 37 hours per week (full-time),
- Flexible working hours with a long-term account to support work-life balance,
- The number of floating days is unlimited,
- No core working hours,
- Mobile working (also from home) possible.
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Benefits
Health, Fitness & Fun
Work-Life-Integration
Higher Take-Home Pay
Food & Drink
Topics You Will Work On
Job Locations
About Your Employer
50Hertz Transmission GmbH
Electricity is something that we all rely on day in and day out. Whether it’s to power our homes or our businesses, we depend on a reliable source of electricity. This is where 50Hertz comes in. As one of the four major transmission network operators in Germany, 50Hertz is responsible for supplying electricity to 18 million people. The company takes its role very seriously and employs over 1,000 people to make sure that everyone has the power they need when they need it. Thanks to the hard work of the 50Hertz team, we can all rest assured that our electricity needs will always be taken care of.
Description
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Internet, IT, Telecommunication
IT Incident & Problem Manager - Tier2 Operations
- Location
- Berlin
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
