Incident, Problem, and Service Delivery Analyst

Jobtailor; Deutschland; Hybrid; EUR 60.000 - 90.000; Vollzeit

Zusammenfassung

Jobtailor in Germany seeks an experienced Incident Coordinator to manage structured incident response and service delivery. You will serve as the primary intake and triage point, assign severities, and coordinate cross-functional investigations to drive rapid resolution.

You will lead high-severity channels, document action logs, and promote continual service improvement through backlog creation and playbooks. A strong ITIL/Scrum mindset and stakeholder communication are essential.

Qualifikationen

• 5+ years of incident coordination, service delivery, or related roles.

Aufgaben

• Coordinate a structured incident management and service delivery model.
• Serve as the single intake and triage point for reported incidents.
• Assign and revise P1, P2, P3 severities based on business impact.
• Lead high-severity incident channels and bridge calls.
• Communicate incident lifecycle from detection to closure.
• Identify recurring incidents and defect patterns for backlog.

Kenntnisse

Incident coordination

Service delivery

Cross-functional collaboration

ITIL-based incident management

Agile/Scrum

Documentation

Communication

Problem management

Ausbildung

Bachelor's degree in IT/related field

Tools

ServiceNow

Jira

Azure DevOps

Confluence

Power BI

Microsoft Teams

SharePoint

Jobbeschreibung

• Coordinate a structured incident management and service delivery model


• Serve as the single intake and triage point for reported incidents


• Assign and revise P1, P2, and P3 severity based on business impact and urgency


• Coordinate first-hour response by identifying failures and ownership of next actions


• Distinguish process or user issues from confirmed technical issues


• Engage technical teams and coordinate concurrent investigations


• Lead high-severity incident channels or bridge calls, action logs, participant coordination, and resolution planning


• Communicate throughout the incident lifecycle, including detection, triage, investigation, workaround availability, risks, resolution, and closure


• Identify recurring incidents, defects, escalation patterns, systemic process gaps, and service reliability themes


• Support post-incident and problem reviews with timelines, impact, root cause hypotheses, corrective actions, owners, due dates, and closure criteria


• Convert recurring incidents and improvement opportunities into backlog items, user stories, defect records, knowledge articles, problem records, or process improvements


• Maintain incident and problem management documentation and metrics


• Participate in sprint reviews, backlog refinement, defect triage, retrospectives, release readiness discussions, post-incident reviews, and operational improvement planning


• Share incident insights with Quality Engineering & Assurance, DevOps, Release Management, Product Owners, Business Analysts, Scrum Masters, and Application Support


• Develop and maintain playbooks, escalation matrices, SME rosters, contact lists, validation checklists, triage scripts, severity definitions, communication templates, knowledge articles, and operational readiness materials


• Promote an operating model that reduces handoffs, accelerates source identification, improves transparency, and strengthens business-critical digital platform stability

Requirements

• 5+ years of professional experience in incident coordination, service delivery, application support, business operations, manufacturing operations support, business analysis, customer operations, Quality Engineering & Assurance, release coordination, or a related discipline


• Strong understanding of business processes, operational workflows, user impact, escalation management, and cross-functional issue resolution


• Ability to gather incident details, assess impact, document symptoms, identify affected scope, distinguish process issues from technical issues, and escalates appropriately


• Demonstrated ability to coordinate across business stakeholders, Help Desk teams, Application Support, integration teams, developers, vendors, Quality Engineering & Assurance, DevOps, Release Management, and regional process owners


• Strong written and verbal communication skills


• Strong organizational skills and ability to maintain action logs, ownership tracking, meeting notes, issue histories, decision records, follow-ups, closure criteria, and documentation


• Ability to facilitate working sessions, bridge calls, Microsoft Teams channels, incident reviews, triage discussions, and follow-up meetings


• Experience using service management, collaboration, documentation, or reporting tools


• Ability to operate in a hybrid delivery model combining enterprise governance, Agile delivery, service operations, Quality Engineering & Assurance, and DevOps collaboration


• Self-motivated, accountable, adaptable, customer-focused, process-oriented, and comfortable working through ambiguity


• Exposure to ITIL-based incident management, major incident management, service operations, production support, command center practices, or site reliability concepts


• Foundational understanding of Agile/Scrum, user stories, acceptance criteria, backlog refinement, sprint reviews, retrospectives, defect triage, release readiness, and continuous improvement


• Experience supporting manufacturing, fabrication, field operations, shop-floor processes, order fulfillment, engineering workflows, integration platforms, ERP, CRM, or custom digital platforms


• Familiarity with APIs, queues, message routing, middleware, data transformation, workflow automation, transaction monitoring, and end-to-end process traceability


• Exposure to application lifecycle, DevOps, CI/CD, test environments, release management, regression validation, monitoring, observability, or production readiness practices


• Experience with ServiceNow, Jira, Azure DevOps, Confluence, Microsoft Teams, SharePoint, Excel, Power BI, monitoring tools, or similar platforms


• Experience creating playbooks, SOPs, escalation matrices, facility rosters, communication templates, readiness checklists, post-incident review notes, knowledge articles, or operational dashboards


• Bachelor's degree in information technology, Information Systems, Business, Engineering, Operations, Supply Chain, Data Analytics, or a related discipline; equivalent practical experience may be considered


• Relevant training or certifications such as ITIL Foundation, Agile/Scrum fundamentals, Certified ScrumMaster, Professional Scrum Master, Lean Six Sigma Yellow Belt, Jira or Azure DevOps training, Microsoft Power BI, incident management, service management, or quality-related learning paths


• Must be currently authorized to work in the applicable country on a full-time basis without employer-sponsored immigration support now or in the future

Core Competencies

Demonstrates expertise in incident management and service delivery, with a strong focus on coordinating cross-functional teams and improving operational workflows. Proficient in utilizing service management tools and methodologies to enhance service reliability and facilitate effective communication throughout the incident lifecycle.

Highest-signal resume keywords

• Incident Coordination


• Service Delivery


• Cross-Functional Collaboration


• ITIL-Based Incident Management


• Agile/Scrum Methodologies

Hard Skills

• Incident Management


• Service Management


• Operational Workflows


• Escalation Management


• Documentation


• Backlog Refinement


• Defect Triage


• Process Improvement


• Quality Engineering & Assurance


• Production Support

Soft Skills

• Strong Communication Skills


• Organizational Skills


• Self-Motivated


• Customer-Focused


• Adaptable

Certifications & Qualifications

• ITIL Foundation


• Agile/Scrum Fundamentals


• Certified ScrumMaster


• Professional Scrum Master


• Lean Six Sigma Yellow Belt

Industry Keywords

• Application Support


• Manufacturing Operations


• Business Analysis


• Digital Platforms


• Command Center Practices
  
• Site Reliability Concepts


• ERP


• CRM


• Field Operations


• Continuous Improvement

Tools & Technologies

• ServiceNow


• Jira


• Azure DevOps


• Confluence


• Microsoft Teams


• SharePoint


• Excel


• Power BI


• Monitoring Tools


• Collaboration Tools