We are on an exciting journey building a digital environment for the Knauf Group that is as groundbreaking as our products for the construction industry. If you are looking for a global impact that is shaped by values such as entrepreneurship, commitment, partnership and Menschlichkeit, the position of Team Lead-Incident/ Major Incident Management (m/f/d) could be the ideal challenge for you.

What you'll do

• Prepare and execute shift plans and on-call plans for the global IM/MIM team- arrangement within the global organization, ensuring right coverage for weekday, weekends/ days off and holidays-ensuring right coverage for 24/7 model

• Optimize and assign workload and workforce
• Escalation and performance management
  •    Reporting
  •    Play a stakeholder role for the business partners and internally in IT department
  •    Be a contact point to the other teams – Process Owners, Problem Managers etc.
  •   Drive and facilitate of CSI activities around IM / MIM process
  •   Preparation and execution of training plans for the team members
  •   Overall team management including HR responsibilities, team management and leadership, performance management, employee development and coaching.
  As an Incident / Major Incident Manager, you will be responsible for
  •   Ensure correct execution of Incident Management process and process improvements with process owners
  •    Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process
  •   Manage ongoing Major Incidents (incl. Major Incident communication and support activities coordination) in accordance with the agreed process
  •   Support regular Incidents handling where issues are detected
  •   Represent the first stage of escalation for Incidents (if needed)
  •   Proactively monitor the incidents to ensure OLAs and Process KPIs are respected
  •  Identify, initiate, schedule, and conduct incident reviews with all involved parties, respecting OLA, updates and other Key Incident factors
• Process improvement and implementation, alongside with overall responsibility for process execution and monitoring
• Resource and financial management of the team
• Skill, capacity and career planning
  

Who you are

• University degree prefered
  •    Leadership and people management, documented by work experience
  •    Experience in leading small/distributed-global teams
  •    Experience in providing direction and guidance to the team members
  •   Very good knowledge of the Incident Management and Major Incident Management process as part of ITIL Service Operations process
  •   Hands on experience on Major Incident Management
  •   Excellent communication skills
  •   Have good data analysis skills
  •   Customer/service oriented
  •   Extensive reporting experience
  •   Hands on experience in ServiceNow
  •   You have working knowledge of ITIL, and problem-solving techniques, documented by adequate work experience
• ITIL Intermediate v3 / v4 focused on Incident Management (Mandatory)
• ITIL Expert is a plus
• Language Skills: Polish, English and German (is a plus)
  

What we offer

• An open, dynamic corporate culture with flat hierarchies
• Independent work with creative freedom
• Attractive remuneration 
• A wide time window for flexible working, including weekly home office days
• Continuous individual training and further education
• An open exchange of knowledge within the IT community

If you are looking for a variety of challenging tasks with global reach and family atmosphere, then you are most welcome at Knauf IT!

Knauf as an employer

Knauf is an international market leader in the building materials' industry. About 40,000 employees at over 300 locations worldwide generate a turnover of over 12,6 billion euros. The foundation of our success as family business are our corporate values of humanity, partnership, commitment and entrepreneurial spirit. Knauf IT, headquartered in Kitzingen, Germany, is an important driver of the global growth and digital transformation of the Knauf Group. 500 experts are supporting colleagues and customers with modern IT solutions and services.

The Knauf Group is a proud equal opportunities employer. We are committed to a diverse and inclusive working environment and therefore base all our employment selection decisions, within all aspects of our business, on experience, skill, and integrity. We strongly encourage applicants from all walks of life to apply for our positions, irrespective of age, sex, gender identity, disability, sexual orientation, origin, religion, etc.