Cloud Infrastructure and IT Incident Management Specialist

AufgabenMercedes-Benz Mobility supports the sales of Mercedes-Benz Group’s automobile brands with financial services, which range from financing and leasing to insurance, car rental and fleet management.

Seeking a highly skilled Cloud Infrastructure Engineer to join our team, specializing in Level 1 and Level 2 support and proficient in ITIL Incident, Problem, and Service Operations. In this role, you will be responsible for ensuring the stability and reliability of our cloud infrastructure and On-Prem Infrastructure (Data center services), promptly resolving incidents, and contributing to the continuous improvement of service operation processes.

Your tasks include but is not strictly limited to the following activities and disciplines:

- Provide Level 1 and Level 2 support for cloud infrastructure-related issues, including incident resolution and service request fulfillment.
- Respond to user inquiries, troubleshoot technical issues, and ensure timely problem resolution.
- Collaborate with cloud service providers and vendors to resolve issues, obtain support, and stay informed about platform updates and enhancements.
- Evaluate and recommend new technologies or services that align with business objectives.
- Experience with monitoring tools and analytics platforms to proactively identify trends, anticipate issues, and drive improvements.
- Lead and participate in incident response activities, ensuring timely identification, escalation, and resolution of incidents.
- Implement and improve incident management processes in alignment with ITIL standards.
- Act as a central point of contact during major incidents, coordinating communication and resolution efforts across multiple teams.
- Provide post-incident reports and analysis to identify areas for improvement.
- Investigate and analyze the root causes of problems, collaborating with teams to implement corrective and preventive actions.
- Contribute to the proactive identification and resolution of recurring issues.
- Monitor cloud infrastructure performance, respond to alerts, and implement proactive measures to prevent potential issues.
- Collaborate with other teams for effective incident and problem resolution.
- Maintain accurate documentation of support processes, troubleshooting steps, and resolutions.
- Generate reports on incident and problem trends, contributing to service improvement initiatives.
- Actively participating as a team player in leading the successful implementation of the ITIL service management framework, resulting in an impressive 30% reduction in incident volume, with a particular focus on Azure-related incidents, and leveraging a decade of IT infrastructure and overall IT experience through effective collaboration and teamwork
- QualifikationenSeeking a highly skilled Cloud Infrastructure Engineer to join our team, specializing in Level 1 and Level 2 support and proficient in ITIL Incident, Problem, and Service Operations. In this role, you will be responsible for ensuring the stability and reliability of our cloud infrastructure and On-Prem Infrastructure (Data center services), promptly resolving incidents, and contributing to the continuous improvement of service operation processes.

**Requirements**:

- Bachelor’s degree in computer science, Information Technology, or a related field.
- Emphasizes both the 3 years of specific experience in Cloud infrastructure and the broader 6+ years of overall IT experience.
- Proven experience in Level 1 and Level 2 support for cloud infrastructure.
- Strong knowledge of cloud platforms such as Azure, or AWS.
- Strong knowledge of cloud platforms such as Azure, or AWS and ITIL - Service operations.
- Hand-on experience in agile methods and the SAFe Framework.
- Language skills: Excellent written and spoken English

Soft skills:

- Strong collaboration capabilities across a diverse and international environment
- Solution-oriented and good communication skills
- Flexibility and standby availability

Additional Information: