Problem Manager

ABOUT TRADEBYTE

At Tradebyte you work hand in hand with the biggest players in e-commerce – from hip fashion brands to big online shops. We offer you an open work structure and an incomparable team spirit. We believe that work and passion are compatible and for that we offer the appropriate surroundings. With continuous growth, we are looking for new colleagues who share our passion for work. Love what you do – do what you love. Become part of Tradebyte, an independent company within the Zalando Group!

WHAT WE’D LOVE YOU TO DO (AND YOU LOVE DOING)

• Own the implementation and success of the ITIL Problem Management process, ensuring it is transparent and adopted by relevant business areas. Promote ITIL problem management standards by raising awareness, tracking market trends, and demonstrating business value. 

• Ensure all identified problems are logged, with known errors and recommended solutions tracked and maintained in a complete historical record. Undertake reactive problem management (from incident management) and proactive problem management (from event monitoring and service KPIs), analysing trends and underlying causes to prevent incidents and minimise recurrence.

• Investigate and research the root causes of incidents, identify and implement temporary workarounds, and develop permanent solutions.

• Collaborate with other IT service management processes, such as incident management and change management, and communicate problem status and updates to stakeholders, including support teams and management.

• Take ownership and drive the completion of actions identified from Post Incident Reviews, reporting on outcomes and resulting service improvements.

WE’D LOVE TO MEET YOU IF YOU HAVE

• Proven track record and passion for service management and ITIL operations (ITIL4 Foundation) environment is essential.

• Critical-thinking and root-cause-analysis skills, with an aptitude for problem solving.

• Ability to work on your own initiative, identify service issues, and work with end-to-end teams to resolve them.

• Strong stakeholder management, influencing skills and excellent verbal and written communication skills. 

• Willing to travel occasionally, including internationally.

EMPLOYEE BENEFITS YOU’LL LOVE

• You’ll play a decisive role in shaping an agile, fast-growing, international company and be supported by an open-minded working environment

• Competitive salary package, employee share shop, 40% Zalando shopping discount (30% Zalando Lounge)

• You’ll be given various learning and development opportunities to enhance your professional development

• Flexible working hours, home office options

• 27 vacation days per year that increase up to 30 days, volunteering time off and several sabbatical options after 2 years

• We’ll help you commute to the office with zero emissions: through a rented company bike or by charging you electric car at our e-charging station

• Access to additional German or English classes to improve your language skills

• Visa support for our foreign employees 

• A variety of health offers to support your well-being, as well as free beverages and fruits