Problem Manager with German (m/f/diverse)

Your tasks

The Problem Management Process is focused on the lifecycle of problems. The primary objectives of the Problem Manager is to prevent incidents from happening and to minimize the impact of incidents that cannot be prevented.

• Governing the problem management process.
• Identifying and logging problems by gathering data on incident trends, hardware and software failures, and resource utilization to pinpoint potential problems.
• Analyzing problems to identify recurring incidents and underlying issues that need addressing.
• Identifying potential solutions, assessing their impact, and evaluating alternatives to resolve the problems effectively.
• Developing and implementing strategies and processes to solve identified problems and prevent their recurrence.
• Overseeing the problem management lifecycle to ensure effectiveness and collaborating with other ITIL processes for continuous improvement.
• Assisting in the definition and effective deployment of the problem management process.
• Monitoring and controlling process execution adherence to process definition.
• Performing regular Governance Problem Management meetings with technical owners, ensuring service quality and customer satisfaction, SLA, and KPI.
• Driving effective Continual Process Improvement by gathering improvement needs and ideas, authorizing execution, and coordinating successful implementation.
• Leading Root Cause Analysis activities to successfully identify root causes of problems.
• Tracking the completion of problem root cause and error resolution tasks.
• Proactively identifying problem trends and known error conditions and working towards permanent solutions.
• Taking part in daily operations activities within all processes and ongoing topics.

Your profile

• Strong experience in IT Service Management, including extensive experience in the field.
• Strong communication skills, with the ability to articulate technical issues effectively to both engineers and executive management.
• Strong experience in Incident and Problem Management, demonstrating flexibility, integrity, and creative problem-solving skills.
• Good knowledge of IT Education and practical experience in the banking industry and/or IT environment, including a completed university degree in computer science or comparable IT training, supplemented by specialized qualifications.
• Demonstrated track record in the end-to-end delivery of large-scale digital/customer/growth transformations.
• Good knowledge of ITIL, including understanding overall ITIL practices and their interrelations.
• Basic knowledge of Lean Six Sigma, including analyzing and optimizing processes, preferably with experience in Support/Ops Teams.
• Strong leadership experience.
• Good analytical and solution-oriented thinking, with a customer-oriented approach and the ability to work independently.
• Customer orientation and ownership attitude for assigned responsibilities.
• Excellent collaboration and communication skills.
• High flexibility and adaptability to fast-changing environments.
• Good team player with the ability to work in cross-locational or international teams.
• Fluent English and German - both written and spoken;
• University degree in IT or relevant.

In return, we offer:

• Good work-life balance, including 25 days annual paid leave (increasing with 1 day per year up to 31 in total), flexible working hours, work-from-home and work from abroad opportunities;
• Luxury package of additional health and dental insurance;
• Food vouchers in the amount of 128 BGN monthly;
• 6 additional annual days off for exceptional circumstances;
• Employee assistance program for psychological, financial, and legal consultations;
• Multisport card;
• Annual contribution of 300 BGN net per child for a summer camp/school/kindergarten for children up to age of 15;
• Possibilities for building career-advancing skills by covering training/certification courses and conferences based on individual learning and development needs, access to an online learning platform;
• Opportunities for long-term professional development in a stable, 150-year-old company while contributing to the vision of a new, just starting Digital Technology Center;
• Friendly and supportive multicultural environment, open to new opinions and ideas.

Commerzbank is proud to be an equal opportunity employer, committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to gender, race, color, national origin, religion, gender identity or expression, sexual orientation, genetics, disability, age, or any other characteristics.

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The company

Commerzbank is a leading international commercial bank with branches and offices in almost 50 countries. The world is changing, becoming digital, and so are we. We are leaving the traditional bank behind us and we are choosing to move forward as a digital enterprise.

We need talented people who will join us on this journey and right in the beginning we are looking for а Governance & Compliance Manager with German in our Digital Workplace team.

Contact

Apply now with your up-to-date CV in English!

Only shortlisted candidates will be invited to interview.