What will you do?

Purpose
Interface between SC OPM/SDM/Service Owner (Customer) and operation in defined field in order to keep quality of the production.
We are looking for an experienced / Senior Operations and Support Manager who will coordinate our support and maintenance team for an agile implementation of a statistical data science platform. As first point of contact for support and maintenance activities, you will be responsible for maintaining the third level processes, steering the resolution of production incidents and problems, ensure proper communication with the customer as well as proper documentation of the incidents and activities of the team. You will also be responsible for keeping the agreed SLA and communicate potential SLA risks and violations in a timely manner with the project management and according development streams.

WHAT IS WAITING FOR YOU?

• You ensure with your team (~5 people) the production system is running and incidents handled in a diligent manor to ensure KPIs agreed
• Lead the third level support and maintenance activities within the running project and for production, incl. definition and amendment of relevant processes
• Closely collaborate with the development and testing teams to identify root-causes of incidents
• Document best practices and workarounds to enable the 1st level support team
• Support planning of required hot-fix release and maintenance releases; act as SPOC for all issues raised on production and plan issues resolution together with development and testing
• Ensure adequate communication with our customers on incidents resolution or interim workarounds

WHAT IS YOUR STACK?

• DevOps, CI/CD, ITIL
• GitLab, Jira, Confluence, Ansible, Artifactory, SonarQube, Python, Docker, Kubernetes, Hadoop, HBase, Kafka, NiFi, Camunda, Databricks, Cloudera

You will succeed if you:

WHAT ARE WE LOOKING FOR?

• 5+ years working experience as Service Manager within a large-scale enterprise incl. demonstrated knowledge of incidents in a time critical environment
• Good knowledge of ITIL processes, preferably OSA or Service Operations and the ability to continuously evolve the applied processes
• Strong service experience with process management, improvements, and reporting
• Experience in leading and managing an international team
• Ability to collaborate and communicate across departments, vendors, and business units to ensure process adherence
• Ability to analyze, critical reasoning, problems solving skills and having the ability to manage complex situations, maintain a helicopter view and yet go into details, if needed
• You have extensive experience dismantling legacy systems while moving organizations onto modern technology stacks
• A true team player who likes to contribute and benefit from working with others
• Creative problem-solving ability and sound judgment – ability to use own initiative and take responsibility for decisions
• Strong spoken and written communication skills in English (German is a plus) combined with very strong client service orientation and willingness to travel (currently

Why should you choose us?

We believe in balance between work and personal life. An attractive and extensive work-life balance portfolio guarantees lasting motivation for employees and thus a better quality of life, promotes physical and mental well-being and contributes to a positive work environment. All this with the aim of providing more freedom in reconciling work, career growth, private life and individual lifestyle. Therefore we offer to our employees over 25 different benefits to improve their personal and professional life in these areas:

• Financial benefits
• Benefits with focus on learning and development *
• Benefits with focus on health and sport *
• Benefits with focus on family and work - life balance
• Other benefits *

For more information about our benefits click to Benefits

Benefits with * are applicable also to part-time positions.
This information may be subject to changes and other internal rules.

Wage (gross)

From 1 000 EUR/monthFinal salary is negotiable. We are offering base salary depending on seniority level and previous experience of candidate. In addition to base salary we provide variable part and other financial benefits. Base salary will not be lower than 1000€ brutto.

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