Major Incident & Problem Manager

About the job

As a Major Incident & Problem Manager, you are responsible for the professional and structured handling of unplanned service interruptions affecting customers and internal systems. You coordinate business-critical major incidents, ensure effective communication with customers and internal departments, and drive the sustainable resolution of root causes within problem management. In doing so, you act at the interface between the service desk, technical teams, and customers, ensuring that we act confidently, transparently, and purposefully even in critical situations.

What to expect:

• Major Incident Management

  • End-to-end coordination of the resolution of business-critical major incidents

  • Management and coordination of all teams and measures required for resolution

  • Ensuring proactive, transparent, and audience-appropriate customer communication during major incidents

  • Subject matter 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 resolution

  Process & Organisational Development

  • Further development of major incident & problem management processes together with the respective process managers

  • Support in standardising working methods 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 to improve quality

  • Participation in internal and external audits including preparation of evidence

  Enablement & Coaching

  • Training and coaching of teams to ensure compliance with processes and KPIs

  • Promotion of a shared understanding of (major) incident and problem management

What you bring:

• Professional

  • Experience in major incident management and problem management

  • Sound 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-departmental teams such as task forces or project teams

  Methodical

  • Structured and solution-oriented working style

  • Strong implementation skills and decisiveness in critical situations

  • Ability to quickly grasp and manage complex situations

  Personal

  • Strong communication skills and confident demeanour

  • High resilience and calmness even in stressful situations

  • Assertiveness as well as pronounced coordination and moderation skills

  • Team player mentality with a focus on collaboration and transparency