IT Incident & Problem Manager - Tier2 Operations (f/m/d)
50Hertz Transmission GmbH – a Company of the European Elia Group • Berlin • Experienced professionals
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Full-time
Berlin
Start: For the next possible date
Job-ID: 11049
Hier verantworte ich den Aufbau und Betrieb des Tier-Two-Operations für Applikationen und Infrastruktur.
Das macht diesen Job für mich interessant: Als IT Incident & Problem Manager*in für Tier-Two Operations gestalte ich maßgeblich den Aufbau eines neuen Second-Level-Betriebs bei 50Hertz. In dieser Rolle bin ich Teil eines wachsenden Teams von perspektivisch rund 20 Mitarbeitenden und übernehme eine Schlüsselrolle in der Konzeption, dem initialen Aufbau sowie der Übergabe in den stabilen operativen Betrieb. Damit stelle ich gemeinsam mit meinen Kolleg*innen den zuverlässigen Betrieb geschäftskritischer Applikationen und Infrastruktur sicher und unterstütze aktiv die Energiewende.
Meine Aufgaben:
- Konzeptioneller Aufbau des Tier-Two-Operations-Teams (Second Level) für Applikationen und IT- Infrastruktur,
- Definition, Einführung und Dokumentation ITIL-basierter Prozesse (Incident, Problem, Change und Service Request),
- Mitarbeit an der Entwicklung eines neuen Betriebsmodells (Rollen, Verantwortlichkeiten und Schnittstellen),
- Überführung der aufgebauten Strukturen in den stabilen operativen Betrieb („Transition & Run“),
- Analyse komplexer Incidents und Problems inkl. Root-Cause-Analysen sowie nachhaltiger Maßnahmenableitung,
- Enge Zusammenarbeit mit Tier-One-Operations, Application Management, Infrastruktur, IT- Security sowie externen Dienstleistern,
- Sicherstellung der Einhaltung von Service Level Agreements (SLAs) und Betriebskennzahlen,
- Aufbau und Pflege von Wissensdokumentationen sowie Unterstützung bei der Einarbeitung neuer Teammitglieder,
- Mitwirkung bei Bereitschafts- und Eskalationsmodellen für den IT-Betrieb.
Meine Kompetenzen:
- Abgeschlossenes Studium der Informatik, Wirtschaftsinformatik oder eine vergleichbare Qualifikation,
- Mehrjährige Erfahrung im IT-Betrieb, Incident- und Problem-Management oder Operations- Umfeld,
- Erfahrung im Aufbau oder der Weiterentwicklung von Betriebs- und Supportorganisationen,
- Sehr gute Kenntnisse im ITIL-basierten Servicemanagement,
- Sicherer Umgang mit komplexen Applikations- und Infrastruktur-Landschaften.
- Strukturierte, analytische Arbeitsweise sowie hohe Kommunikations- und Koordinationsfähigkeit
- Sehr gute Deutsch- und Englischkenntnisse in Wort und Schrift (C1).
Kein Muss, aber von Vorteil:
- Erfahrung im Umfeld kritischer Infrastrukturen oder regulierter Unternehmen,
- Kenntnisse in IT-Service-Management-Tools
- Erfahrung mit Übergabeprozessen von Projekten in den Betrieb (DevOps / Transition to Run),
- Erfahrung in agilen oder hybriden Organisationsformen.
Flexi Compass - see how flexible this vacancy is
- Working hours per week: 37 hours (full time),
- Flexible working hours and a long-term working time account supporting your work-life-balance,
- The number of flex days is not limited,
- No core working hours,
- Mobile working, also from home, is possible.
My new place of work
Berlin-Mitte - Heidestraße 2, 10557 Berlin
What are the benefits of working for 50Hertz?
Chance to shape the Energy Transition myself
Various Working Time Models with a long-term Account
Support for personal development
30 days of holiday
Employee Events (e.g. Team Development Days and Company Party)
Fair remuneration and a wide range of social benefits
Professional Counselling Services on (mental) Health, Care, Law, Finances and more
Company pension
Flexitime with a long-term time account
A job with a future
As one of the four transmission grid operators in Germany, 50Hertz is responsible for high-voltage power transmission; control at this level is decisive for the stability of the grid and to ensure a secure electricity supply in Germany and Europe. We are part of a European grid association, working closely with colleagues throughout Europe. 50Hertz is part of a European company, working alongside Belgian grid operator Elia in the Elia Group. We work together closely in many key areas. Individual activities such as IT or purchasing are organised at the group level, which means that in these areas colleagues from Elia and 50Hertz work in a team from both Berlin and Brussels.
Testimonials
As a project engineer at 50Hertz for the ACO platform, I gain in-depth insights into exciting offshore projects and work together with motivated colleagues. The diverse exchange, also at management level, is great fun, and of course our work is meaningful in the field of renewable energies! New colleagues should definitely be motivated - that's how I started and quickly saw a lot of exciting things.
At 50Hertz, I had the opportunity to collaborate with the team to develop entirely new software for the Control Center, creatingsomething groundbreaking for a transmission system operator. This project not only presents exciting technical challenges but also demonstrated the immense potential achieved through teamwork. Another aspect that makes my work at 50Hertz so special is the international environment. I work with colleagues from Switzerland, Australia, Brazil, Belgium and many other countries. This cultural exchange not only creates an inspiring working environment, but also provides countless learning opportunities that enrich my everyday life.
How did I come to 50Hertz? By chance! Why did I stay? Because of the purpose that drives everyone here. We work for a higher goal - the energy transition - which sparkes passion and motivation. It goes beyond just a typical workday; and gives a sense of accomplishing something meaningful. We value diverse personalities and skills, as diversity fuels innovation. Everyone brings their own strengths and together we tackle challenging projects and form a wonderful, vibrant team.
I really like the innovation team at 50Hertz. Despite our different locations, we work together towards a common goal. The culture is fantastic, with a true team spirit. We take on new challenges, continually learn and improve every day. My team lead always supports me,I have the freedom to try out new things. At 50Hertz, we work for the benefit of the public and ensure grid stability. I can recommend anyone to become part of the innovation team as the support and commitment are exceptional.
As a Communication Scientist, I have transitioned into the IT sector from a different field. At 50Hertz, if you love challenges and are willing to face a steep learning curve, you can grow far beyond your personal comfort zone. I work in an environment with a high level of personal responsibility, surrounded by dedicated and brilliant minds who are always open to questions and answer them patiently and competently. Our diverse team consistently demonstrates that diversity at the table leads to the best results. If you have curiosity and innovative ideas, you've come to the right place.
My application in five steps
Please do not hesitate to apply, even if you do not match the competence profile 1:1 in all points.
We welcome applications from people with disabilities. The 50Hertz Disabled Persons Representative (SBV) (sbv@50hertz.com) will be glad to advise you confidentially, including on the accessibility of our workplaces. If you would like to mention your (severe) disability already in the application form and/or your application, we will forward your application to the SBV so that they can actively support your application from the beginning.
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