IT Infrastructure Services

X2nations; Deutschland; On-site; USD 70,000 - 110,000; Full time

Job summary

X2nations is seeking a Change and Problem Management professional to coordinate central infrastructure problem management, drive data-driven reporting, and implement process improvements across regions. You will track tasks, ensure adherence to policy, and collaborate with cross-functional teams to safeguard production systems.

The role emphasizes effective communication, stakeholder engagement, and experience with ServiceNow and dashboards for reporting and analysis.

Qualifications

• Experience in supporting Problem and Change Enablement from an ITIL perspective.
• Strong data analysis and metric-driven reporting understanding.
• Excellent communication, follow-up, and documentation skills.
• Familiarity with SaaS Cloud applications and networking concepts.
• Preferred experience with ServiceNow.

Responsibilities

• Coordinate problem management activity for central infrastructure operations.
• Provide and present periodic reports and presentations.
• Adopt a culture of continual process improvement and best practice within region.
• Ability to track tasks, assign work, and meet commitment dates.
• Ensure standard processes are followed and adhered to.
• Contribute input for changes to Change Management Policy.
• Ensure change plans are complete and thoroughly reviewed.
• Safeguard production environment by coordinating with implementors and validators.
• Oversee Change lifecycle from initiation to completion.
• Coordinate with partners' experts for plan validation where applicable.
• Assess business impact, planned and unplanned downtime, and overall risk.
• Coordinate with cross-functional units (compute, storage, backup) as needed.
• Collaborate with line of business to address inquiries.

Skills

ITIL

Problem management

Change enablement

Data analysis

Reporting

Communication skills

Dashboards

Stakeholder management

Time management

Cross-functional collaboration

Tools

ServiceNow

Dashboard tools

Job description

Responsibilities

• Coordinate problem management activity for central infrastructure operations.
  Provide and present to periodic reports and presentations.
• Adopt a culture of continual process improvement and best practice within region, with regional peers in global forums, to ensure processes and tools are effective.
• Ability to track tasks, make assignments, effectively delegate and deliver on commitment dates.
• Ensuring that the standard process is adopted and adhered to.
• Recommend, review and provide input for any changes required to the existing Change Management Policy.
• Change plan is complete and thorough, reviewed and challenged by respective experts thoroughly.
• Ensuring, quality review of the change along with presenting change over the CAB & change validation meeting.
• Ensuring, safeguarding the production environment by coordinating with implementor & validators.
• Ensuring the Change goes through the complete lifecycle of the Change Request procedure.
• Whenever applicable, ensure change plan is validated by respective partner s experts.
  
• Business impact is understood clearly planned downtime, and unplanned downtime if the change implementation goes wrong.
• Change risk is properly assessed from end to end service point of view as well as business impact perspective.
• Responsible to coordinate with cross functional units such as compute, storage & back up units as & when needed.
• Working Along with line of business to address if any queries.

Skills

• Prior experience in supporting Problem and Change Enablement from an ITIL perspective.
• Strong data analysis and metric driven reporting understanding / experience
• Excellent communication, follow‑up, and documentation skills.
• Familiarity with SaaS Cloud applications and networking concepts
• Strong interpersonal skills that establish and sustain close working relationships with functional teams and subject matter experts as well as IT technical and support personnel.
• Ability to time manage and juggle a variety of short and long term responsibilities.
• Preferred experience with ServiceNow
• Preferred experience building and distributing dashboards and/or reports in both a static and dynamic fashion.
• Good organisational skills plus the ability to motivate people across the organisation to provides solutions.
• Decision maker with an operational outlook