Incident Manager

Job description

About the Job  

The local CPI (IT Change, Problem and Incident Management) team for Allianz Germany within Allianz Technology SE is responsible for the IT service management (ITSM) processes and covers an interesting scope of ITSM activities.

The team is responsible for process excellence in change, problem and incident management for the Allianz Germany OE and acts based on agile principles. This process excellence covers the definition, adjustment, and optimization of the ITSM processes as well as the governance regarding process efficiency and effectiveness.

Furthermore, the CPI team pursues a strategic goal to be the central point of contact for the CPI processes within the local organization.

The Major Incident Center (MIC) for Allianz Germany is also part of the team’s responsibility which is in charge of the central coordination and communication of major incidents. The MIC consists of a small team of Major Incident Managers whose goal is to ensure that major incidents are resolved as quickly as possible by coordinating local support teams and communicating the status of the solution to management and customers in order to minimize the business impact

 

What you do

·  Central coordination of local support teams and providers in case of a major incident or a major incident
·  Evaluation of the criticality of incident tickets based on impact and urgency
·  Nomination and involvement of required resources during incidents
·  Documentation of troubleshooting measures
·  Communication towards management and affected users in terms of solution state, available workarounds and expected resolution time of an incident
·  Coverage of occasional weekly on-call duties (during after business hours and at weekends – 7-8 weeks per year)
·  Responsibility in defining and steering of the incident process for productive IT systems at Allianz Technology for Germany
·  Contribution to the optimization of the incident management process focusing on efficiency, transparency, end-to-end-responsibility and securing stable IT operations
·  Cooperation with other process and product owners (e.g. change, problem and business service management) for continuous improvement of CPI management

 

What you bring

·  Basic knowledge of ITIL® and IT Service Management, with ITIL® foundation certification as a plus
·  Ability to quickly understand complex IT systems and their interactions, and experience in IT Service Management, especially incident management
·  Strong team player with effective communication skills and conflict resolution abilities
·  Personal responsibility and agile working approach, with experience in frameworks like SCRUM or KANBAN
·  Business fluent in German and proficient in English, both spoken and written
·  Commitment to personal development and education opportunities offered by Allianz Technology
·  ServiceNow knowledge and ITSM experience, with understanding of IT applications, network, and infrastructure interactions
·  Readiness for weekly on-call duties (7-8 weeks/year)
·  Minor readiness to travel to Germany (5-10%)

 

  What we offer

·  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.

 

About Allianz Technology

Allianz Technology is the global IT service provider for Allianz and delivers IT solutions that drive the digitalization of the Group. With more than 11,000 employees located in 20 countries around the globe, Allianz Technology works together with other Allianz entities in pioneering the digitalization of the financial services industry.

We oversee the full digitalization spectrum – from one of the industry’s largest IT infrastructure projects that includes data centers, networking, and security, to application platforms that span from workplace services to digital interaction. In short, we deliver full-scale, end-to-end IT solutions for Allianz in the digital age.

 

D&I statement

Allianz Technology is proud to be an equal opportunity employer encouraging diversity in the working environment. We are interested in your strengths and experience. We welcome all applications from all people regardless of gender identity and/or expression, sexual orientation, race or ethnicity, age, nationality, religion, disability, or philosophy of life.

 

To Recruitment Agencies:

Allianz Technology has an in-house recruitment team that sources great candidates directly. Therefore, Allianz Technology does not accept unsolicited resumes from agencies or search firm recruiters.

When we do work with recruitment agencies, that engagement is formalized by a contract. Fees will only be paid when there is a contract in place. Without a contract in place, we will not accept invoices on unsolicited resumes, even if the candidate was ultimately employed by Allianz.

Join us. Let´s care for tomorrow.

You. IT

69892 | Underwriting | Professional | Non-Executive | Allianz Technology | Full-Time | Permanent

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