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<p><span><strong>T3 Process Manager – Local Platform Operations</strong></span></p><p></p><p><span><strong>🏛️ About the Role</strong></span></p><p>We are looking for a senior T3 Process Manager to join its Local Operations Germany team in Berlin. In this role, you will own the day-to-day management of core ITSM processes for the EDP Platform — a cloud-native, hybrid platform built to provide software product teams with self-service capabilities across the energy sector. You will be the operational backbone ensuring that Incident, Change, Problem, Service Request and Knowledge processes run consistently and effectively across T2/T3 and product stakeholders, supporting production business applications for 50Hertz.</p><p></p><p><span><strong>🛠️ Key Responsibilities</strong></span></p><ul><li><p><span>Coordinate the execution of core ITSM processes (Incident, Major Incident, Problem, Change, Service Request, Knowledge) across T2/T3 and product stakeholders to ensure consistent end-to-end handling.</span></p></li><li><p><span>Triage and steer work in ITSM queues: validate completeness, assign and route to the right resolver group, ensure correct categorization, priority/urgency, and customer impact statements.</span></p></li><li><p><span>Ensure operational discipline in ticket handling: timely updates, stakeholder communication, correct status progression, and quality closure including linking of related incidents, problems and changes.</span></p></li><li><p><span>Orchestrate Major Incident execution: ensure roles are assigned, communications are running, timelines are captured, follow-ups are created, and PIR/RCA actions are tracked to completion.</span></p></li><li><p><span>Coordinate change execution: ensure requests are correctly raised, risk and impact are documented, approvals obtained, schedules respected, implementation evidence captured, and outcomes recorded.</span></p></li><li><p><span>Manage problem flow: ensure recurring incidents are converted into problems, RCA ownership is assigned, problem records are updated, and corrective actions are tracked and communicated.</span></p></li><li><p><span>Manage Service Request operations: ensure request types are used correctly, SLAs are met, fulfillment is tracked, escalations are handled, and recurring requests are optimized or automated.</span></p></li><li><p><span>Ensure knowledge articles are created and updated from incidents, problems and changes; review content quality and link articles to tickets for reuse.</span></p></li><li><p><span>Monitor and manage operational SLAs/OLAs: identify breaches early, trigger escalations, and coordinate recovery actions.</span></p></li><li><p><span>Provide short operational status summaries and run planned operational cadences (daily ticket health checks, change coordination touchpoints, backlog reviews).</span></p></li><li><p><span>Identify, define and manage continuous service improvement initiatives.</span></p></li></ul><p></p><p><span><strong>✅ Mandatory Experience</strong></span></p><ul><li><p><span>5+ years in ITSM / Service Management / Operations Excellence roles (Process Manager, Service Delivery, Ops Enablement, or equivalent) with demonstrated leadership in mission-critical environments.</span></p></li><li><p><span>Hands-on experience managing Incident, Change, and Problem processes in a production environment, preferably mission-critical.</span></p></li><li><p><span>Proven experience running governance routines (CAB, PIR, Problem Review) and driving measurable outcomes.</span></p></li><li><p><span>Strong understanding of modern platform operations (Kubernetes/containers, automation, observability, basic infrastructure: compute, storage, network) sufficient to govern specialists.</span></p></li><li><p><span>Experience defining process KPIs, building dashboards, and leading continuous improvement initiatives.</span></p></li></ul><p></p><p><span><strong>🌐 Languages</strong></span></p><ul><li><p><span>English — minimum C1 CEFR level, spoken and written. Mandatory.</span></p></li><li><p><span>German — minimum C1 CEFR level, spoken and written. Mandatory.</span></p></li></ul><p></p><p><span><strong>⭐ Preferred Experience</strong></span></p><ul><li><p><span>Experience operating in regulated or high-availability industries (banking, telco, public sector, healthcare, automotive).</span></p></li><li><p><span>Experience with SRE practices (SLOs/SLIs, error budgets) and reliability management.</span></p></li><li><p><span>Platform delivery concepts: GitOps and IaC awareness (Terraform/OpenTofu, ArgoCD, Helm) to govern deployment and readiness standards.</span></p></li><li><p><span>Experience with operating models spanning T1/T2/T3 and product/engineering teams.</span></p></li></ul><p></p><p><span>📍 Location & Work Model</span></p><ul><li><p><span>Remote - Occasional travel required.</span></p></li><li><p><span>Full-Time</span></p></li></ul>
