Manager Product & Platform Support (m/w/d)
Neu-Isenburg
Aktualität: 21.03.2024
21.03.2024, Lufthansa AirPlus Servicekarten GmbH
Neu-Isenburg
Manager Product & Platform Support (m/w/d)
We offer fast, reliable solutions for our customers' incidents and ensure that underlying root causes are resolved with the customer in focus, commercial awareness and definition of done in our minds
Be the Incident Manager for product related issues
Enable and facilitate fast solutions to root causes by bringing the required teams together
Ensure necessary product improvements for our customers within our infrastructure, processes and strategies.
Ensure communication, transparency, end-to-end service accountability and escalation management
Ensure implementation and achievement of KPIs
Coordinate troubleshooting at 2nd and 3rd level
Efficiently implement defined fault processes
Continuous alignment with all other IT Teams as well as market teams
Commercial awareness and customer focus
Degree in business administration, IT or comparable qualification
Several years of experience in complex product environments, preferably in financial services
Understanding needs of the A+ customer segments
Experience in managing interdepartmental international task forces
Affinity to IT related processes and understanding of MasterPlan structures is a plus
Soft, respectful and motivating in tone but persistent in getting results
Team Player
Good analytical skills, quick perception and goal orientation
Assertiveness, decision-making ability, as well as strong communication and motivation skills
Experience with ITIL, Agile methodology (e.g. Scrum, SAFe etc.) and ServiceNow is a plus
Good German and English language skills