IT Major Incident Specialist

Jobtailor; Deutschland; Hybrid; EUR 60.000 - 100.000; Vollzeit

Zusammenfassung

Jobtailor in Germany seeks an experienced IT Production Operations specialist to manage incident and problem lifecycles, monitor system health, and drive automations for uptime. You will coordinate with cross-functional IT teams to restore services quickly and reduce downtime while improving customer experience.

The role requires deep expertise in monitoring tools like Dynatrace and FullStory, with a readiness to work in a hybrid environment and contribute to a positive, inclusive culture.

Qualifikationen

• Experience as an IT technical professional.
• Ability to understand large-scale IT ecosystems and map business processes to IT systems.
• Broad knowledge in engineering, software development, cloud computing, DevOps, SRE, and Observability, with depth in at least one area.
• Strong troubleshooting, analysis, and resolution skills for IT applications of varying complexity.
• Experience with multiple performance/log/network/digital experience monitoring tools (e.g., Dynatrace, ThousandEyes, ExtraHop, SevOne, FullStory).
• Proven ability to drive process improvements yielding efficiency gains and/or better customer experience.
• Willingness to support extended hours based on business needs.

Aufgaben

• Function as the first line of defense in responding to production issues.
• Monitor system health and troubleshoot with appropriate teams to restore service quickly.
• Manage incident and problem investigations and identify root causes.
• Implement preventive measures through root cause analysis and process changes.
• Improve code, infrastructure, and processes through cross-functional collaboration.
• Own production operational health and provide real-time updates to stakeholders during disruptions.
• Identify opportunities for efficiency gains via optimization, simplification, and automation.
• Collaborate with IT stakeholders across infrastructure, app development, architecture, data, and security teams.
• Drive ITSM KPI achievement aligned with overall goals.
• Protect stability and performance of production applications and reduce MTTR.
• Prevent production outages via effective change and problem management.
• Collaborate with IT teams in a hybrid workplace.
• Foster an inclusive work environment and promote company culture.

Kenntnisse

Incident Management

Problem Management

Application Performance Monitoring

Cloud Computing

DevOps

Troubleshooting

Root Cause Analysis

Process Improvement

Change Management

System Optimization

Tools

Dynatrace

ThousandEyes

ExtraHop

SevOne

FullStory

Jobbeschreibung

• Function as the first line of defense in responding to production issues.
• Monitor system health and troubleshoot with appropriate teams to expedite service restoration.
• Manage incident and problem investigations.
• Implement preventive measures by identifying root causes.
• Improve code, infrastructure, processes, and related areas through cross-functional collaboration.
• Manage production incidents and problems effectively.
• Own production operational health and provide real-time communication to stakeholders during service disruptions.
• Identify opportunities for efficiency gains through optimization, simplification, and automation.
• Partner with IT stakeholders across infrastructure, application development, architecture, data, and security teams.
• Drive achievement of ITSM KPIs aligned with organizational strategic goals.
• Protect the stability and performance of production applications.
• Improve system uptime and reduce mean time to recovery (MTTR).
• Prevent production outages through effective change and problem management.
• Collaborate with IT teams in a hybrid workplace.
• Foster an inclusive work environment and promote company culture.

Requirements

• Experience as an IT technical professional.
• Ability to understand large-scale IT ecosystems and associate business processes with the IT systems supporting them.
• General knowledge in engineering, software development, cloud computing, DevOps, SRE, and Observability, with expertise in at least one area.
• Ability to troubleshoot, analyze, and resolve IT application problems of varying magnitudes.
• Experience with multiple application performance, log analysis, network performance, and digital experience monitoring tools, such as Dynatrace, ThousandEyes, ExtraHop, SevOne, and FullStory.
• Experience identifying and driving process improvements resulting in efficiency gains and/or improved customer experience.
• Flexibility to support extended hours based on business needs.

Core Competencies

Demonstrates expertise in managing production operational health, incident response, and problem management while driving process improvements and optimizing IT systems. Proficient in collaborating with cross-functional IT teams to enhance system performance and stability.

Highest-signal resume keywords

• Incident Management
• Problem Management
• Application Performance Monitoring
• Cloud Computing
• DevOps

Hard Skills

• Troubleshooting
• Root Cause Analysis
• Process Improvement
• Change Management
• System Optimization

Soft Skills

• Collaboration
• Communication
• Flexibility
• Inclusivity

Industry Keywords

• ITSM KPIs
• Production Applications
• Service Restoration
• Mean Time To Recovery
• Digital Experience Monitoring

Tools & Technologies

• Dynatrace
• ThousandEyes
• ExtraHop
• SevOne
• FullStory