T3 Process Manager – Local Platform Operations

This is a fully remote position, open to applicants in Germany.

📋 Description

• Overseeing essential ITSM processes (Incident, Major Incident, Problem, Change, Service Request, Knowledge) from start to finish with T2/T3 and product stakeholders.

• Assessing and managing workflows in ITSM queues: confirming completeness, directing to resolver teams, ensuring accurate categorization, priority/urgency, and customer impact statements.

• Facilitating Major Incident management: assigning roles, ensuring effective communication, tracking timelines, and monitoring PIR/RCA actions to completion.

• Coordinating the execution of changes: accurately raising requests, documenting risks/impacts, securing approvals, capturing implementation evidence, and recording results.

• Managing the flow of problems: transforming recurring incidents into problems, designating RCA ownership, and tracking corrective measures to completion.

• Overseeing Service Request operations: upholding SLAs, managing escalations, and identifying areas for optimization and automation.

• Ensuring the creation and updating of knowledge articles from incidents, problems, and changes, with quality assurance and linking articles to tickets for reuse.

• Monitoring operational SLAs/OLAs, identifying breaches promptly, and coordinating recovery efforts.

• Conducting scheduled operational activities (daily ticket health checks, change coordination meetings, backlog reviews).

• Identifying, defining, and managing continuous service enhancements.

⛳️ Requirements

• A minimum of 5 years in ITSM, Service Management, or Operations Excellence roles (Process Manager, Service Delivery, Ops Enablement, or equivalent) with proven leadership in critical environments.

• Practical experience managing Incident, Change, and Problem processes in a production setting, ideally in mission-critical situations.

• Demonstrated experience executing governance routines (CAB, PIR, Problem Review) and achieving measurable results.

• Strong knowledge of contemporary platform operations (Kubernetes/containers, automation, observability, and basic infrastructure: compute, storage, network) sufficient to oversee specialists.

• Experience in defining process KPIs, creating dashboards, and leading continuous improvement efforts.

• Proficiency in English and German (minimum C1 level in both languages).

🏝️ Benefits

• Flexible working hours.

• Opportunity to work on exciting projects across various industries.

• Competitive salary.