Problem/Incident Manager (German)

Your project

Application Development & Maintenance (ADM Center) provides comprehensive end-to-end IT services from business specification, through software development, implementation, to application maintenance using leading it technologies and management methods.

We enthusiastically institute solutions in the fields of DevOps, SRE, low code, broadly understood Automation and AI.

The complexity and diversity of solutions allows to build close relationships with our clients on various levels, while also to give employees the opportunity to develop in a wide range of career paths. Our development teams are highly self-organizing and independent, capable in agile and lean software engineering practices.

Your tasks

• Problem/Incident Identification: Collaborate with various teams to identify and document recurring issues, incidents, or anomalies that affect service quality or business operations, such as technical outages, security breaches, natural disasters, or other disruptions that may impact the organization.
• Root Cause Analysis: Conduct thorough root cause analysis to determine the underlying reasons for recurring problems, ensuring a deep understanding of the issues.
• Response and Resolution Planning: Develop and implement action plans to address identified problems, including coordinating with relevant teams and stakeholders.
• Coordination: Serve as the central point of contact for all incident-related activities and ensure proper communication and collaboration among relevant teams and stakeholders.
• Preventive Measures: Proactively establish preventive measures to eliminate or minimize the recurrence of problems or incidents, ensuring long-term solutions. Identify opportunities for improving service quality, efficiency, and stability, and drive initiatives to implement these improvements.
• Collaboration: Collaborate with incident management, change management, and other ITSM (IT Service Management) processes to ensure coordinated problem resolution efforts.

Your profile

• Proven experience in problem/incident management or a related role within IT service management,
• Strong analytical and problem-solving skills,
• Excellent communication and collaboration abilities,
• Familiarity with IT service management frameworks, such as ITIL (Information Technology Infrastructure Library),
• ITIL Certification or equivalent (nice to have),
• Very good knowledge of German and English.

What You'll love about working here

Get to know us

Capgemini is committed to diversity and inclusion, ensuring fairness in all employment practices. We evaluate individuals based on qualifications and performance, not personal characteristics, striving to create a workplace where everyone can succeed and feel valued.