Incident Manager

Job Category

  • Technology & UX/UI Design


  • Berlin


  • Full-Time
  • Professional Level


  • Zalando SE

The opportunity 

Zalando is transforming from Europe’s leading e-commerce company into a multi-service platform for fashion. From logistics to big brands, to manufacturers - we’re building the platform that connects all people and parts of the fashion ecosystem.

As an Incident Manager you ensure the reliability of our fashion platform by enabling Zalando in achieving an efficient and transparent incident process. You are responsible to continuously improve the incident process, create the appropriate reporting and observe the status of issues and tasks. You will also educate, consult, and train our delivery/engineering teams on how to correctly apply the incident process and how to treat business impacting issues in an efficient and timely manner.

What we are looking for

  • We expect you to have a proven track record in managing incidents. Alternatively, you already gained 3+ years experience in an IT support position
  • You have 2+ years experience in project participation
  • You have strong organizational skills and knowledge of ITIL
  • You are familiar with state of the art ticketing systems, incident tracking tools and paging solutions)
  • Strong skills and practical experience in analysis of large data arrays is absolutely necessary
  • You are confident in using SQL and preferably also JavaScript
  • You have technical experience working with large and complex IT systems
  • You are eager to analyze data/situations and find patterns as well as figuring out root causes
  • Communication is your strong suit and you like to facilitate meetings
  • Practical experience in agile working methodologies is necessary
  • We expect you to challenge your status quo to improve constantly
  • You are self-confident, have an eye for detail, and you handle your tasks in an autonomous and proactive approach
  • Excellent English written and verbal communication skills are an essential qualification

Your responsibilities

  • You ensure that the incident process is applied in an efficient manner in all process stages
  • You will monitor the effectiveness of the incident management process and make recommendations for improvement
  • As part of our daily monitoring operations, you will assess data, identify gaps, trends and inaccuracies
  • You summarize the concerned system status and create health reports
  • Enable the engineering teams to act within a standardized incident management process
  • You will be responsible to facilitate post mortem meetings and derive lessons learned
  • Provide training and consulting for the engineering teams
  • You will make a positive impact on our engineering culture and encourage knowledge sharing

What you can expect from us

  • A unique corporate culture with flat hierarchies and fast decision making where results are what matter
  • Fast onboarding thanks to our mentoring program
  • Professional international colleagues who will both inspire and support you
  • Training and further development opportunities to expand your skills and help you on your way
  • Motivated and autonomous teams having mastery and purpose to shape Zalando online fashion experience

Want to join us? Then go ahead and apply!!

If you need guidance or have any questions about our hiring processes, please contact our recruiter Georg Petersen.

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