GOC Product Owner responsible for coordinating operational needs, initiatives, process improvements, integrations, and tooling requirements within the Global Operations Center.
Responsibilities
Manage GOC operational requirements from intake through delivery, maintaining a prioritized backlog with clear requirements, user stories, acceptance criteria, and expected outcomes.
Coordinate initiatives across Infrastructure, Cloud Operations, DBA, Product, Support, Engineering, Monitoring, Incident Management, and ServiceNow teams, ensuring clear ownership and management of cross-team dependencies.
Drive delivery by tracking commitments, following up on actions, escalating blockers and risks, coordinating acceptance, and verifying that completed solutions meet the agreed operational need.
Lead continuous improvement across ServiceNow, monitoring and alerting, AIOps, incident and problem management, RCA/PIR, reporting, operational processes, runbooks, and support handoffs.
Track and communicate delivery progress, priorities, milestones, risks, dependencies, overdue actions, achievements, and decisions required to GOC and IT stakeholders.
Architect, engineer, operate, and continuously improve Mashreq’s enterprise network services across datacentres, campuses, branches and international locations
Provide hands‑on technical leadership for core networks, Cisco ACI, dynamic routing, TCP/IP, SD‑WAN, wireless, Network Access Control (NAC) and network monitoring platforms
Lead a diversified team and ensure reliable, secure and audit‑compliant services
Act as a senior technical escalation point, support business and technology programmes
Drive service excellence through effective project, incident, problem and change management
Support the installation, operation, maintenance, and continuous improvement of secure IT monitoring infrastructure within a highly regulated and security-sensitive environment.
Locations (5)
Berlin, Germany
Bonn, North Rhine-Westphalia, Germany
Potsdam, Brandenburg, Germany
Neubrandenburg, Mecklenburg-Vorpommern, Germany
Munich, Bavaria, Germany
Compensation
Competitive Compensation: We value our employees and offer an attractive compensation package that reflects your qualifications, experience, and performance.
The Operational Service Excellence Manager will define and improve the processes, standards and ways of working used across Radiant’s Service Management, Infrastructure Operations and Data Centre Operations teams. This is a hands-on role focused on building structure from the ground up.
Responsibilities
Define consistent approach to incident, major incident, change, problem, and request management
Establish clear roles, escalation paths, customer communications and post-incident reviews
Define the service management onboarding process for new customers including runbooks, escalation matrices, contacts, service readiness checks, and go-live requirements
Create standard operating procedures and runbooks for Data Centre Operations, Infrastructure Operations, SRE, hardware installation, fault handling, RMA, and decommissioning
Define clear handoffs between L1, L2 and L3 teams, and between onsite and remote operations
Senior analyst responsible for managing and improving IT service support processes, ensuring compliance with SLAs, and coordinating with internal and external stakeholders.
Compensation
The annual base pay for this position ranges from $64,028.80 - $96,043.20 USD annually. Our positions offer eligibility for various incentives—an opportunity to receive short-term incentive bonuses, equity-based awards for salaried roles and commissions for sales roles.
Responsibilities
Assess and verify supplier services against SLAs
Manage service delivery processes including Service Level Management, Financial Management, Capacity Management, Availability Management and Continuity Management
Support Incident, Problem, Change, Knowledge and Release Management
Collaborate with assurance, customer service managers and suppliers
Analyze service performance and cost data
Requirements
Bachelor’s degree in computer science, engineering, information technology, information systems, business, or related field
Nice to have: Leading delivery by team
Nice to have: Planning and managing resources and budgets
Nice to have: Strong communication and influence skills
Lead the Continual Service Improvement programme and manage key IT Service Management processes to deliver high-quality, efficient, customer‑focused IT services for the firm.
Responsibilities
Act as the voice of the customer within IT to champion the user experience across all IT services.
Develop and manage service review, customer satisfaction and feedback programmes.
Develop trusted relationships with business stakeholders and IT Champions to improve communication, service alignment and user satisfaction.
Drive initiatives that enhance user experience and strengthen engagement between IT and the wider firm.
Manage the firm’s Continual Service Improvement (CSI) programme and maintain a prioritised service improvement roadmap aligned to the firm’s business objectives.
Requirements
Bachelor’s degree in computer science, Information Technology, Engineering, or related field
Nice to have: ITIL 4 Managing Professional
Nice to have: Practice Manager certification
Nice to have: Enterprise ITSM platforms such as ManageEngine, ServiceNow, Jira
Nice to have: Experience in professional services, legal or regulated environments
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