Job Description

Your playing field:

  • As a member of the IT Service Management team, you will be responsible to manage and run the ITIL processes, including incident, problem and change management within the Tipico Group:
    • As an Incident Manager, you will coordinate all the activities to recover dysfunctional services
    • As a Problem Manager, you will conduct root cause analyses, involving all parties required, in order to ensure sustainable fixing of dysfunctional services
    • As a Change Manager, you will organize the Change Advisory Board and make sure that all changes to the production environment meet all requirements (operational, security, qualitative) before they are rolled out
  • You will define the procedures and coordinate the activities that are necessary to ensure the smooth implementation of changes and the knowledge transfer between teams within the ProTech organization
  • You will define the classification and prioritization of incidents and manage the flow of information and escalations among the involved teams, ensuring timely and effective restoration of impacted services
  • You will work on the Continual Service Improvements for the processes that you are responsible for. This includes the definition of meaningful SLAs and KPIs, automatic reporting to senior management and the gathering of feedback from all stakeholders within the Tipico Group
  • Queue Management utilizing the Incident, Problem and Change management application
  • Identifies processes for improvement, document existing processes, identify and analyze gaps between current processes and the desired state, design new processes and develop process performance measures
  • Provide regular and accurate service management reports and dashboards for management 
  • Transition management of new projects into production ensuring quality operational procedures as in place.
  • Work collaboratively with department managers, product owners/managers, project managers, development teams, testing and operational teams 

Qualifications

Who we’re looking for:

  • You have a flexible, pro-active mindset with an emphasis on quality and details
  • You are innovative-thinking, focus on solutions for automation and think in creative ways
  • You are communicative, outgoing and not afraid to take decisions under pressure
  • Confident and capable within a team environment and working on own initiative
  • Attention to detail but capable of being flexible when competing deadlines
  • Confident and successful when planning and setting priorities for workload
  • Strong focus on service and the continuous improvement of service

Which skills should you bring to the pitch:

  • Computer Science Studies and minimum of 1 year of professional experience in a similar field of work
  • Excellent skills in process management (understanding and optimization of processes)
  • Distinct analytical mindset to ensure sustainable handling of incidents and problems
  • Good understanding of ITIL in general and how the processes are connected to each other
  • Self-initiative, solution-oriented way of working, agile mindset
  • Very good command of English
  • Very strong communication skills
  • Affinity to quickly adapt and work with new technologies
  • A flexible and proven ability to successfully deliver agreed project outcomes within a project environment 
  • Experience in SQL and Microsoft Excel
  • Experience in software languages like Phyton

Additional Information

That's in for you:

  • Trainings (internal/ external) and further qualifications programs
  • The chance to improve your skills and acquire new ones with the ability to progress
  • Sponsored company and team events
  • Working with a young and ambitious team
  • An attractive incentive system according to business results
  • Modern equipment, and work in a new and spacious office spaces

Ready to score?

Get in touch with our Talent Acquisition Team if you have any questions.