Job description

Incident Manager

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
• Basic knowledge of AI technologies, principles, and their practical use
• 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

With its headquarters in Munich, Germany, Allianz Technology is Allianz's global IT service provider and delivers IT solutions that drive the group's digitalization.

With more than 11,000 employees in over 20 countries around the world, Allianz Technology is tasked to run, optimize, transform, and innovate the infrastructure, applications, and services together with Allianz companies to co-create the best customer experience.

We service the entire spectrum of digitalization – from one of the industry's largest IT infrastructure projects that spans data centers, networks, and security, to application platforms ranging from workplace services to digital interaction.

In short: We deliver comprehensive end-to-end IT solutions for Allianz in the digital age.

We are the backbone of Allianz.

Find us at: www.linkedin.com/company/allianz-technology.

Commitment to Integrity, Fairness & Inclusion

Allianz Technology is proud to be an equal opportunity employer dedicated to fostering an inclusive work environment for everyone.

We embrace individuals of all gender identities and expressions, sexual orientations, ethnicities, ages, nationalities, religions, disabilities, and philosophies of life.

Ultimately, our greatest strength as a company lies in the unique skills, experiences, and backgrounds our employees contribute.

Join us.

Let´s care for tomorrow.

You.

IT.

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.

82554 | IT & Tech Engineering | Professional | Non-Executive | Allianz Technology | Full-Time | Permanent

Required Skill Profession

Computer Occupations