IT Global Incident and Problem Manager

☞ Symrise AG

View: 149

Update day: 07-10-2024

Location: Holzminden Lower Saxony

Category: IT - Software

Industry: IT Services IT Consulting

Position: Mid-Senior level

Job type: Full-time

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Job content

Symrise is a global supplier of fragrances, flavors, food, nutrition, and cosmetic ingredients. Its clients include manufacturers of perfumes, cosmetics, food and beverages, pharmaceuticals and producers of nutritional supplements and pet food.

Its sales of € 4.6 billion in the 2022 fiscal year make Symrise a leading global provider. Headquartered in Holzminden, Germany, the Group is represented by more than 100 locations in Europe, Africa, the Middle East, Asia, the United States and Latin America.

Symrise works with its clients to develop new ideas and market-ready concepts for products that form an integral part of everyday life. Economic success and corporate responsibility are inextricably linked as part of this process.

Symrise - always inspiring more…

Your Role

* You oversee the Incident Management Process lifecycle: definition, adjustment, adoption internally and externally with our Vendors
* You review incidents prioritization according to their urgency and business impact, and coordinate efforts towards their resolution
* You have a special focus on Major Incident Management
o Communicating towards relevant stakeholder, including senior management
o Identifying workarounds and risk mitigation actions
o Leading Root Cause Analysis (RCA)
* You manage escalations from users and interact with them as needed
* You coordinate and challenge external partners (ServiceDesk, outsourced 2nd and 3rd level support teams) involved in resolving the incidents within established Service Levels
* You are responsible for known issues to be documented and shared within the organization
* You produce Incident Reports and KPIs reflecting the Incident Management Process performance
* You identify Problems and lead their resolution with relevant Subject Matter Experts
* With Continuous Improvement mindset, you analyze incidents trend and volume to identify processes or technical improvements, prioritize and implement them with relevant teams

  • At least 3 years of incident and problem management experience.
  • ITIL Certification
  • Good knowledge of IT Service Management / Ticket tools (e.g.: Servicenow)
  • Good understanding of technology, software and hardware
  • Good consensus building skills and strong teamwork skills
  • Strong analytical, problem solving, priority setting, time management skills
  • Very good collaboration, facilitation, and communication skills, also in an international environment
  • Degree as (business) computer scientist or (business) engineer or comparable
  • Ability to handle and perform in stressful situations
  • Fluent written and spoken English
  • Other foreign language skills would be an advantage (e.g. German / French /Spanish)

Become part of our open and transparent culture. It will give you the opportunity to flourish and to develop inspiring experiences that contribute to the health and well-being of consumers in 160 countries around the world. Putting our employees in the focus fuels our strong company growth above market rates and makes us an excellent place to develop your career.

Come join us and embark on a fascinating journey with Symrise.

If you feel that you fit the above criteria, then please apply by using our online application system. Your application will be treated confidentially.

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Deadline: 21-11-2024

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