24x7 Service Monitoring & Control Analyst m/f/t
- Standort(e):
- Essen, NW, DE, 45141
RWE Supply & Trading GmbH
To start as soon as possible, full time, permanent
Your future plans
The 24x7 Service Monitoring & Control teams uncovers weaknesses within the IT operations of RWE and works closely with responsible Service Owners to correct it. Furthermore the department fulfils critical support roles like Major Incident Management or acts as escalation instance for severe issues.
- Acting as 24x7 Service Monitoring & Control analyst
- Incident resolution monitoring, identifying long runners, knowledge gaps
- Feedback management ticket analysis, informing service owners about received feedback from end users and explain situation to end users
- Request resolution monitoring, identifying long runners, knowledge gaps
- Data quality monitoring in ServiceNow (ticket quality, data quality, process adherence)
- Acting as Major Incident Manager including coordination of Resolver teams, moderating resolution bridge-calls, defining action plans and sending out business communications
- Acting as escalation instance for critical incidents
- Identifying resolver teams
- Coordination of different resolver teams in case of cross-domain incidents
- Support of business critical users during shift rotation (e.g. Power / Gas Dispatch)
Your powerful skills
- Willingness to work in a 24x7 shift rotation
- Broad IT knowledge, especially infrastructure (networks, servers, databases)
- ServiceNow knowledge
- Good English skills, Fluent German
- Self-motivation to drive things proactively and stress resistance
Advantageous, but not a must
- Ideally IT apprenticeship ("Fachinformatiker*in") or similar
- Ideally experience working in the Energy IT industry
Benefits you can rely on
- Working in a great team with good team atmosphere
- Playing an important role in IT Infra operations as Major Incident Manager and SMC analyst
- Ability to actively challenge and change working patterns in favour of IT Infra
- Hybrid working - possibility to partially work from home in case of late and night shifts