T3 Process Manager – Local Platform Operations

• Managing core ITSM processes (Incident, Major Incident, Problem, Change, Service Request, Knowledge) end-to-end across T2/T3 and product stakeholders
• Triaging and steering work in ITSM queues: validating completeness, routing to resolver groups, ensuring correct categorisation, priority/urgency and customer impact statements
• Orchestrating Major Incident execution: ensuring roles are assigned, communications are running, timelines captured and PIR/RCA actions tracked to completion
• Coordinating change execution: raising requests correctly, documenting risk/impact, obtaining approvals, capturing implementation evidence and recording outcomes
• Managing problem flow: converting recurring incidents into problems, assigning RCA ownership and tracking corrective actions through to completion
• Managing Service Request operations: enforcing SLAs, handling escalations and identifying opportunities for optimisation and automation
• Ensuring knowledge articles are created and updated from incidents, problems and changes, with quality reviewed and articles linked to tickets for reuse
• Monitoring operational SLAs/OLAs, identifying breaches early and coordinating recovery actions
• Running planned operational cadences (daily ticket health checks, change coordination touchpoints, backlog reviews)
• Identifying, defining and managing continuous service improvements

Requirements

• 5+ years in ITSM, Service Management or Operations Excellence roles (Process Manager, Service Delivery, Ops Enablement or equivalent) with demonstrated leadership in mission-critical environments
• Hands‑on experience managing Incident, Change and Problem processes in a production environment, preferably mission‑critical
• Proven experience running governance routines (CAB, PIR, Problem Review) and driving measurable outcomes
• Strong understanding of modern platform operations (Kubernetes/containers, automation, observability, basic infrastructure: compute, storage, network) sufficient to govern specialists
• Experience defining process KPIs, building dashboards and leading continuous improvement initiatives
• Fluent English and German (C1 minimum in both)