Senior Incident and Problem Manager

3 weeks ago


Arroyo Hondo, New Mexico, United States Skyline Innovations Full time
Arroyo Hondo Senior Incident and Problem Manager (m/f/d)

Your Responsibilities:

  • Proactive Resolution and Root Cause Analysis: Interact with users, departments, and management to resolve complex IT issues and identify root causes.
  • ITIL4-Aligned Practices: Implement and monitor ITIL4-aligned practices for Incident and Problem Management, ensuring continuous quality improvement.
  • Disruption and Problem Analysis: Facilitate independent meetings to identify and analyze disruptions and problems in a complex application and infrastructure landscape.
  • Preventative Measures: Independently manage and implement measures to prevent disruptions and problems.
  • Training and Awareness: Conduct training and awareness campaigns to increase maturity in practices.
  • Key Figures and Reporting: Develop and report key figures, ensuring continuous measurement of process compliance.
  • First Point of Contact: Serve as the first point of contact for escalation of technical issues and targeted communication at all levels.

With Skyline Innovations:

  • Collective Agreement: Benefit from a collective agreement with a 38-hour work week.
  • Eco-Friendly Options: Improve your ecological footprint through e-bike leasing.
  • Flexible Working Hours: Enjoy flexible working hours and work from home or remotely at least 2 days a week.
  • Wellness and Balance: Spend 30 days a year on personal activities, such as hiking or sunbathing.
  • Work-Life Balance: Combine private life and work through a flexible working time model.


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