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The Senior Incident & Problem Manager is responsible for leading Major Incidents and Problems to ensure service stability, rapid service restoration, and continuous
reduction of recurring incidents. The role drives operational resilience by facilitating effective incident response, identifying lessons learned, conducting root cause analysis, and ensuring corrective actions are implemented and tracked to completion.
This position serves as a key interface between technical teams, service owners, senior management, and business stakeholders, ensuring clear communication throughout the incident lifecycle and driving continuous service improvement across a complex IT environment.

IHRE AUFGABEN

Major Incident Management

• Lead and coordinate Major Incident response activities across technology and business teams

• Facilitate incident bridges and ensure effective stakeholder communication during high-impact incidents

• Ensure accurate impact assessment, escalation management, and timely service restoration

• Produce executive-level incident summaries and post-incident reports

Problem Management & Continuous Improvement

• Drive Problem Management activities, including root cause analysis and identification of permanent fixes

• Lead post-incident reviews and ensure lessons learned are documented, communicated, and operationalised

• Establish governance to track corrective and preventive actions through to completion

• Identify trends and recurring issues and drive initiatives to improve service stability and resilience

• Challenge teams constructively to address underlying causes rather than temporary workarounds

ServiceNow Incident and Problem Management & Reporting

• Act as Subject Matter Expert for ServiceNow Incident and Problem Management modules

• Ensure accurate process execution, data quality, workflow adherence, and governance within ServiceNow

• Develop and maintain management dashboards, KPIs, and reporting for service performance and operational risk

• Analyse incident and problem trends to provide actionable recommendations to leadership

Stakeholder Management

• Communicate effectively with technical teams, senior management, and business stakeholders

• Translate complex technical issues into clear business language appropriate for different audiences

• Build strong relationships across infrastructure, application, security, support, and business teams

• Provide regular updates to senior leadership during major incidents and problem review meetings

YOUR PROFILE

Required Qualifications & Experience

• 7+ years of experience in Incident Management, Problem Management, IT Service Operations, or IT Service Management

• Proven experience managing Major Incidents in complex enterprise environments

• Strong hands-on experience with ServiceNow Incident and Problem Management modules

• Solid understanding of ITIL best practices and service management processes

• Experience driving root cause analysis, lessons learned programs, and service improvement initiatives

• Experience creating executive reporting, dashboards, and KPI frameworks

Technical Competencies

• Strong technical foundation across enterprise IT environments, including infrastructure, cloud, networks, applications, and end-user services

• Ability to quickly understand complex technical issues and facilitate resolution discussions with subject matter experts

• Strong analytical and problem-solving skills with a data-driven approach

• Familiarity with monitoring, observability, and operational support practices

Soft Skills & Leadership Attributes

• Exceptional communication and stakeholder management skills

• Ability to communicate effectively at all organizational levels, from technical engineers to executive leadership

• Strong facilitation and meeting leadership skills, particularly during high-pressure situations

• Ability to influence without direct authority and drive accountability across multiple teams

• Strong organisational skills with the ability to manage multiple priorities simultaneously

• Resilient, calm under pressure, and capable of making sound decisions during critical incidents

• Willingness to provide on-call duty in rotation within the global team

• German speaking and writing skills are a plus

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