Incident and Problem Manager Support with German (m/f/d)

You will own the end-to-end incident and problem management process, ensuring service stability across a critical billing ecosystem. You will coordinate Major/Critical Incidents, driving rapid restoration while working closely with Platform Services, BizDevOps Squads, billing support, and external vendors to keep response efforts aligned. Beyond resolving individual incidents, you will lead Problem Management governance, running structured root cause analyses to turn recurring issues into permanent fixes and maintaining the Known Error Database. You will also be the key point of contact for stakeholder communication during disruptions, and will use incident and problem trend analysis to proactively identify opportunities for service improvement.

Technológie

• ITSM tools for incident and problem tracking
• billing-related issue coordination support environment
• Monitoring tools for incident detection
• ITIL-based frameworks for governance and process compliance

Zodpovednosti

Incident Management

• Own the Incident Management process across the billing ecosystem.
• Coordinate Major/Critical Incidents and ensure rapid service restoration.
• Lead cross-functional incident coordination involving Platform Services, BizDevOps Squads, billing support, and external vendors.
• Ensure compliance with Incident Management SLAs and operational procedures.
• Drive effective stakeholder communication during service disruptions.
• Monitor incident trends and identify recurring operational issues.

Problem Management

• Own the Problem Management process and governance.
• Coordinate Root Cause Analysis (RCA) activities following major or recurring incidents.
• Drive permanent resolution of recurring operational issues.
• Maintain the Known Error Database and ensure effective workaround management.
• Track corrective and preventive actions until completion.
• Analyze incident trends and identify opportunities for service improvement.

Požiadavky

• experience in IT Service Management, ideally with a strong focus on Incident and Problem Management in a complex, multi-stakeholder environment
• solid understanding of ITIL processes and best practices, with hands-on experience running Major Incident and RCA procedures
• proven ability to coordinate cross-functional teams under pressure, including technical, business, and vendor stakeholders