Incident/Problem Manager

Responsibilities

• Develop and establish Incident and Problem Management processes and tools in accordance with ITIL standards
• Coordinate and manage incidents, including Major Incidents, and handle communication with stakeholders across various teams and service providers
• Moderate Root-Cause Analyses (RCA) and Post-Incident Reviews to derive sustainable improvement measures
• Ensure compliance with SLAs and monitor/report relevant KPIs such as resolution times and recurring incidents
• Build up Known Errors and workarounds in close collaboration with technical teams
• Manage escalations and communication with business departments, management, and external partners during critical disruptions

Requirements

• Degree in (Business) Informatics or comparable IT training with multi-year professional experience in IT service environments
• Profound knowledge of Incident and Problem Management (ITIL), ideally supported by relevant certifications
• Proficiency with standard ITSM tools and a solid understanding of CMDB and Change processes
• Strong analytical and structured thinking skills
• Excellent communication and moderation abilities with the ability to remain calm and professional in high-stress situations
• Solution-oriented mindset and strong teamwork skills

Benefits

• Collective agreement compensation (Tarifliche Vergütung)
• Flexible working hours
• Opportunities within a family-owned company
• Company pension scheme
• Internal training and development programs

About the Company

Diehl Defence is a leading provider in the defense industry, offering advanced technological solutions and high-security systems. As part of the Diehl Group, we provide a stable and professional environment focused on innovation and continuous improvement.