Incident and Problem Manager (m / f)

ARHS Group Part of Accenture; Verwaltungsgemeinschaft Meßkirch; Vor Ort; EUR 55.000 - 85.000; Vollzeit

Zusammenfassung

An established industry player is seeking a dedicated Incident and Problem Manager to ensure the smooth operation of IT systems. This role involves managing incidents, analyzing service performance, and collaborating with various stakeholders to enhance service delivery. The ideal candidate will have a strong background in ITIL processes, excellent communication skills, and a collaborative mindset. Join this innovative team and contribute to improving IT services while fostering a culture of continuous improvement and risk management. If you are passionate about IT and eager to make a significant impact, this opportunity is perfect for you.

Qualifikationen

• 5+ years of experience in incident and problem management.
• Master's degree in IT or equivalent experience.
• Fluency in French and English required.

Aufgaben

• Oversee incident and problem management processes.
• Generate and analyze reports on IT service performance.
• Train and guide team members on various processes.

Kenntnisse

Incident Management

Problem Management

ITIL Processes

Service Level Management

Stakeholder Relationship Management

Business Process Improvement

Project Management

Organizational Facilitation

Cybersecurity Measures

Ausbildung

Master's degree in Information Technology

Equivalent experience in Computer Science or Business Administration

Tools

Omnitracker

ServiceNow

Jobbeschreibung

You want to combine passion and IT expertise?

You are talented, motivated, and ambitious? Then, we will be more than happy to meet you!

ARHS Group - Part of Accenture is looking for an Incident and Problem Manager (M / F) who will be in charge of the upkeep and smooth operations of IT systems, overseeing all aspects of the incident management process. He / She records all issues and helps to design ways to prevent similar problems in the future.

Your Main Responsibilities :

1. Incident and problem management; supporting other processes as well
2. Generate and analyze reports on IT service performance, identifying trends and areas for improvement
3. Work closely with IT teams, stakeholders, and external partners to ensure seamless service delivery and process alignment
4. Ensure that IT services comply with internal policies and external regulations; proactively propose improvements when necessary
5. Maintain accurate and up-to-date documentation of ITIL processes and procedures
6. Investigate and resolve complex incidents and problems, ensuring proper documentation, and contributing to root cause analysis efforts, independently; support team members on these processes
7. Create and maintain documentation related to ITIL processes, including process maps, procedures, work instructions, and service level agreements
8. Liaise with internal and external stakeholders to resolve incidents and problems
9. Train and guide others on various processes and projects within the team
10. Enhance IT-related risk management through new cybersecurity measures, aligning with the first line of defense principles

Your Profile :

1. Master’s degree in Information Technology, Computer Science, Business Administration, or equivalent experience
2. At least 5 years of experience in the banking sector or a relevant position
3. Fluency in French and English
4. Strong knowledge of IT Systems & Processes, Business Process Improvement, Laws & Regulations, Project Management & Organizational Facilitation
5. Knowledge of Omnitracker and/or ServiceNow is an advantage
6. Excellent understanding of Service Level Management, Stakeholder Relationship Management, and Business Situation Analysis
7. A collaborative mindset capable of fostering team spirit
8. Effective and structured communication skills, both oral and written