Manager Data Platform & Analytics Operations
PUMA Way Headquarters, Germany
EUR 40K-50K (estimate) Mid-level Full Time
Tasks
- Collaborate with development teams on defects
- Communicate with stakeholders
- Coordinate with business and IT teams
- Drive incident management and prioritization
- Enforce ITIL governance and standardization
- Escalate critical issues
- Handle tickets with quality focus
- Identify recurring issues and drive continuous improvement
- Lead and support L1 and L2 resources
- Lead problem management and root cause analysis
- Manage ticket lifecycle end to end
- Monitor queues and ensure timely resolution
- Own regional support operations
- Proactively resolve issues
- Promote knowledge sharing and accountability
- Support enhancements and transitions to support operations
- Track KPIs and enforce SLA compliance
Perks/Benefits
- N/A
Skills/Tech-stack
Cause analysis | ITIL | Incident Management | Jira | KPI Tracking | Problem Management | Root Cause Analysis | Root cause | Service Delivery | Service Level | Service Level Agreement | Service Level Agreement (SLA) | ServiceNow | Ticketing systems
Education
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