IT Incident Manager

You will:

We are seeking an experienced IT Incident Manager to join our team and support the Developer/Application team in managing test and production incidents, as well as overseeing the software release process as part of the change management lifecycle. This role is critical in ensuring the stability and reliability of our IT systems, minimizing downtime, and enabling smooth software releases in alignment with business objectives for the ABS Germany OE.

Incident Management:

• Act as the primary point of contact for test and production incidents, ensuring timely resolution and communication with stakeholders for the ABS Germany OE.
• Coordinate with the applications team to investigate, troubleshoot, and resolve incidents efficiently.
• Should work in the OE holiday calendar and work time is during the German business hours
• Monitor incident trends and perform root cause analysis to identify recurring issues and drive long-term solutions.
• Maintain and improve incident management processes in alignment with ITIL best practices.
• Ensure proper documentation of incidents, resolutions, and lessons learned in the ITSM tool.

Collaboration & Communication:

• Work closely with cross-functional teams, including DevOps, QA, and business stakeholders, to align incident and change management activities with organizational goals.
• Provide regular updates to leadership and stakeholders on incident status, change progress, and release schedules.
• Act as a bridge between technical teams and business units to ensure clear communication and understanding.

Process Improvement:

• Identify opportunities to enhance incident, change, and release management processes, leveraging automation and industry best practices.
• Drive continuous improvement initiatives to optimize system reliability and operational efficiency.

Your skills:

Required:

• University Graduate degree (mandatory).
• 5 + years of experience in IT Service Management (ITSM), with a focus on incident, change, and release management.
• Strong knowledge of ITIL frameworks and best practices.
• Hands-on experience with ITSM tools (e.g., ServiceNow, Jira Service Management, or similar).
• Solid understanding of DevOps principles and practices, including CI/CD pipelines and deployment processes.
• Proven ability to manage and resolve complex incidents in a fast-paced environment.
• Excellent communication and stakeholder management skills.
• Strong analytical and problem-solving abilities.

Preferred:

• ITIL certification (Foundation or higher).
• Experience working in an Agile or DevOps environment.
• Familiarity with cloud platforms (e.g., AWS, Azure, or Google Cloud).
• Knowledge of scripting or automation tools to support incident and release management processes.

Key Competencies:

• Proactive and results-oriented mindset.
• Strong organizational and multitasking skills.
• Ability to work under pressure and meet tight deadlines.
• Collaborative team player with a customer-focused approach.

Your benefits:

• We offer a hybrid work model which recognizes the value of striking a balance between in-person collaboration and remote working incl. up to 25 days per year working from abroad

• We believe in rewarding performance and our compensation and benefits package includes a company bonus scheme, pension, employee shares program and multiple employee discounts (details vary by location)

• From career development and digital learning programs to international career mobility, we offer lifelong learning for our employees worldwide and an environment where innovation, delivery and empowerment are fostered

• Flexible working, health and wellbeing offers (including healthcare and parental leave benefits) support to balance family and career and help our people return from career breaks with experience that nothing else can teach