IT Service Manager - Energy IT (f/m/d)

Your area of work:
 

Deutsche Boerse’s Energy IT section is looking for an IT Service Manager to join the Operations unit of our M7 Product organization.

In Energy IT we design, build, deploy and operate SaaS solutions for electronic commodities marketplaces. The tradable instruments made available through our platforms range from Power Spot instruments (tradable 24/7) to commodity futures and OTC cleared derivatives. Our applications and infrastructure make trading on Europe’s largest power exchanges possible.

As a member of our Operations team, you will be working closely with our application developers, devops engineers, functional analysts and the rest of the product team to ensure the continued success of our productive services and our customers’ markets.

As an IT Service Manager, your role will be to ensure the service fulfillment of our customers.  You will take the lead in incident and problem management processes; qualify and triage customer bug reports or information requests; and support the delivery of software updates & infrastructure maintenance via coordinating change and release plans with your product team. You will be a key part of our Product’s SaaS ecosystem, helping to bridge the gap between our customers’ productive operations and the agile software development lifecycle.

Ideal candidates should have a strong motivation to learn and to add value to their team and product; a focus on customer care and service excellence; strong communication and coordination skills that allow them to work effectively in a direct customer-facing role.
 

Your responsibilities:

• Plan & coordinate delivery of software artifacts (deployments) and configuration changes to test and productive environments
• Troubleshooting and resolving reported incidents and problems. Coordinating escalations of such issues to subject matter experts & ensuring the implementation of their solution proposals
• Service fulfillment of customer requests (Info. requests, access & permissions management, report generation, configuration changes, etc.)
• Administration and maintenance of internal tools (Jira, Confluence, Opsgenie)
• SLA/KPI tracking, evaluation and reporting to stakeholders
• Paid stand-by duty for emergency response (‘pager duty’) on a shift rotation basis for services outside of business hours (approx. one week-long shift every two months)
• Continual improvement & housekeeping of our Service management systems and related process to improve team efficiency and customer satisfaction

Your profile:

• Relevant experience in IT Operations, Service Management, Functional Analysis, Software test, IT Service Desk support or similar roles
• Strong written and verbal English communication skills
• Strong analytical & problem-solving skills and a desire to learn
• Self-organized individual with a structured working method
• Jira/Confluence/Opsgenie administration