Major Incident & Problem Manager

As Major Incident & Problem Manager, you are responsible for the professional and structured handling of unplanned service interruptions with effects on customers and internal systems. You coordinate business-critical Major Incidents, ensure effective communication with customers and internal departments, and drive the sustainable processing of causes in Problem Management. In doing so, you act as an interface between the Service Desk, technical teams, and customers, ensuring that we also act in a sovereign, transparent, and targeted manner in critical situations. This is what you can expect: ### • Major Incident Management • End-to-End coordination of the resolution of business-critical Major Incidents • Control and coordination of all teams and measures needed for resolution • Ensuring proactive, transparent, and target-group-oriented customer communication during Major Incidents • Technical responsibility for the Major Incident Management Team in the role of Subject Matter Expert Problem Management & Continuous Improvement • Operational Problem Management including identification of sustainable improvement measures • Documentation, tracking, and implementation of Root Cause Analyses and measures • Ensuring sustainable error correction Process & Organizational Development • Further development of Major Incident & Problem Management processes together with the respective process managers • Support in standardizing the way of working across all Aveniq teams Governance, KPI & Audit • Responsibility for KPI tracking, monitoring, and performance of the Major Incident process • Analysis of trends and derivation of measures for quality improvement • Participation in internal and external audits including preparation of evidence Enablement & Coaching • Training and coaching of teams to comply with processes and KPIs • Promoting a common understanding of (Major) Incident and Problem Management This is what you bring: ### • Technical expertise • Experience in Major Incident Management and Problem Management • In-depth understanding of ITIL processes and Service Management • Methodical knowledge in conducting Root Cause Analyses and Continuous Improvement (e.g. Kepner Tregoe) • Experience in leading teams and/or cross-functional teams such as task forces or project teams Methodical • Structured and solution-oriented way of working • High implementation strength and decision-making ability in critical situations • Ability to quickly grasp and control complex situations Personal • Strong communication skills and confident appearance • High stress tolerance and calmness even in stressful situations • Assertiveness as well as pronounced coordination and moderation skills • Team player mentality with a focus on cooperation and transparency • Contact person: Yuya Holthuizen