Central point of contact for departments, customers, internal IT teams, and external service providers regarding the provision and development of IT services.
Responsibilities
Zentrale Ansprechperson für Fachbereiche, Kunden, interne IT-Teams und externe Dienstleister rund um die Bereitstellung und Weiterentwicklung von IT-Services
Aufbau vertrauensvoller Beziehungen zu Stakeholdern sowie frühzeitiges Erkennen und Verstehen von geschäftlichen Anforderungen und Prioritäten
Sicherleistung einer hohen Servicequalität durch transparente Steuerung, aktive Kommunikation und kontinuierliche Serviceverbesserungen
Proaktive Steuerung von Service-Performance, Risiken, Prioritäten und Eskalationen sowie nachhaltige Lösung wiederkehrender Serviceprobleme
Analyse von Servicekennzahlen und Ableitung konkreter Maßnahmen zur Verbesserung von Nutzerzufriedenheit, Service-Stabilität und Effizienz
The Senior Incident & Problem Manager is responsible for leading Major Incidents and Problems to ensure service stability, rapid service restoration, and continuous reduction of recurring incidents. The role drives operational resilience by facilitating effective incident response, identifying lessons learned, conducting root cause analysis, and ensuring corrective actions are implemented and tracked to completion.
Responsibilities
Lead and coordinate Major Incident response activities across technology and business teams
Facilitate incident bridges and ensure effective stakeholder communication during high-impact incidents
Ensure accurate impact assessment, escalation management, and timely service restoration
Produce executive-level incident summaries and post-incident reports
Drive Problem Management activities, including root cause analysis and identification of permanent fixes
Serve as a subject matter expert for enterprise technologies, providing advanced technical leadership and leading architecture, design, integration, and implementation of scalable enterprise observability solutions.
Compensation
The expected base salary for this position ranges from $67.17 - 111.94/hour.
Responsibilities
Lead the architecture, design, integration, and implementation of scalable enterprise observability solutions using Dynatrace and IBM SevOne
Implement AIOps capabilities, including Dynatrace Davis AI, causal analysis, anomaly detection, intelligent automation, and AI-driven root cause analysis
Manage observability data, including logs, metrics, events, and alerts, ensuring effective telemetry governance, alert optimization, and cost control
Partner with business stakeholders, technology teams, and vendors to gather requirements and deliver complex technical solutions
Establish technology standards, architecture guidelines, and industry best practices
Requirements
Bachelor's degree in Computer Science, Computer Engineering, or a related field
The Senior Incident & Problem Manager is responsible for leading Major Incidents and Problems to ensure service stability, rapid service restoration, and continuous reduction of recurring incidents.
Responsibilities
Lead and coordinate Major Incident response activities across technology and business teams
Facilitate incident bridges and ensure effective stakeholder communication during high-impact incidents
Ensure accurate impact assessment, escalation management, and timely service restoration
Produce executive-level incident summaries and post-incident reports
Drive Problem Management activities, including root cause analysis and identification of permanent fixes
The IT Services Specialist provides advanced L2/L3 technical support across the AMER region, resolving complex end-user technology issues while delivering a reliable, frictionless experience for employees, including executive leadership.
Responsibilities
Own complex L2/L3 incidents escalated by the Global Helpdesk and junior Desktop Specialists, driving timely resolution and a high-quality employee experience
Deliver responsive hands-on and remote technical support across AMER, including discreet and high-priority support for executives and other senior stakeholders
Diagnose and resolve complex issues involving Dell PCs, MacBooks, Windows, macOS, software, printers, peripherals, network connectivity, VPN technologies, mobile devices, and collaboration tools
Coordinate with global L3/L4 teams on advanced technical issues while maintaining ownership, communication, and follow-through against service levels
Manage end-user device lifecycle activities, including deployment, support, updates, maintenance, inventory accuracy, and retirement
This role is part of the Global Voice Services function and is responsible for transforming business and operational requirements into intuitive voice and conversational flows. The position designs, develops, integrates, tests, deploys, and supports solutions across Interactive Voice Response (IVR), Intelligent Virtual Assistant (IVA), and contact center platforms.
Responsibilities
Design and configure IVR call flows, menus, prompts, routing logic, queue treatments, business-hours rules, and transfer paths across contact center platforms.
Design, develop, and maintain IVA applications using natural language processing, conversational AI, and automation technologies.
Create and maintain solution designs, call-flow diagrams, conversation designs, and support technical documentation.
Integrate IVR and IVA solutions with APIs, CRM platforms, telephony services, databases, authentication services, and other enterprise or third-party systems.
Translate business and operational use cases into customer-focused call flows, intents, entities, dialogue paths, exception handling, and escalation journeys.
Lead and manage day‑to‑day operations of the Employee and Student Service Desk, overseeing staff, processes, and service delivery across multiple channels.
Responsibilities
Lead day‑to‑day Service Desk operations
Supervise, coach, and develop Service Desk staff
Establish performance expectations and manage schedules
Implement ITIL‑aligned practices and maintain ticketing system
Monitor performance metrics and report to leadership
Requirements
Bachelor’s degree in information technology, computer science, business, or a related field
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