Incident & Problem Manager | Solaris | Remote (Germany)

Incident & Problem Manager | Solaris | Remote (Germany)

Remote Germany
Application ends: September 12, 2024
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Job Description

Solaris is a tech company with a full German banking license. Our Banking-as-a-Service platform enables businesses to offer their own financial products. With our straightforward APIs, our partners can access and integrate a wide range of solutions such as digital banking, payments, cards, identification and lending services. As a market leader we are driven by bringing transformational change to the financial services industry.

We love what we do and we love our team. We are 700+ people from over 70 nationalities – a unique blend of techies, fintech enthusiasts, bankers and entrepreneurs from various industries. Our routines are built around genuinely valuing and exchanging different perspectives as well as actively sharing knowledge as we drive our business as a team. We believe and invest in personal growth.

Your Role

  • You are part of a 24×7 team responsible for managing the entire lifecycle of software and infrastructure related technical Incidents, Problems and Service Requests that are raised by our partners, vendors or other Solaris employees, according to defined SLAs and internal SLOs.
  • You will work across multiple functions, teams and vendors to drive resolution of outages.
  • You will host Root Cause Analysis and Post Mortem workshops to ensure that the underlying root causes are documented and appropriate preventative actions are identified as part of the Incident Post-mortem and Problem Management processes.
  • You resolve technical incidents by adopting a pragmatic approach: workaround to bring systems up vs. focus on getting to the root cause through in-depth research and diagnosis.
  • You ensure clear and professional communication of Incidents towards Partners & end customers via appropriate channels.
  • You actively take part in building a knowledge repository of Known Errors and initiate change requests resulting from Incidents or Problems with relevant product teams to eliminate root causes.

We’d love to see

Depending on your level of experience, your responsibilities and scope of role will range. We don’t care much about fancy titles, but rather about real personal and professional development, as laid out in our learning framework. Let’s figure together out how you can contribute to our team

  • You have relevant experience working in a service desk or incident management environment in a SaaS company and / or financial services company handling technical service requests.
  • Experience in banking such as cards or payments knowledge for investigating incidents would be an added advantage.
  • You have experience with Incident and Problem Management ITSM processes.
  • You have a technical background that enables you to diagnose and troubleshoot technical issues via software code documentation, REST APIs, Grafana monitoring dashboards, SQL Database & CloudWatch queries. Ability to perform troubleshooting using AWS X-Ray or knowledge of Postman are considered a plus.
  • Excellent troubleshooting & problem analyzing skills with customer-oriented mindset.
  • You feel comfortable with a fast-paced environment and changing requirements.
  • You are fluent in English, verbally and in writing and have at least B2 level German.

The Benefits

  • We have a “remote-friendly” working arrangement
  • Home office budget
  • Health and development budget
  • Transparent framework to support your career goals
  • Competitive salary

While job ads usually paint an ideal picture of a candidate, studies show that most applicants meet an average of 60% of the criteria. Unfortunately, many promising candidates tend to apply only if they meet all the criteria. So if you think you have what it takes, but don’t necessarily meet every single item in the job description, please contact us anyway. We’d love to talk with you and find out if you might be a good fit for us.

At Solaris, we are committed to nurturing an inclusive environment, where all Solarians feel valued, respected and supported. We are dedicated to building a diverse workforce that reflects the diversity of our communities. We are committed to equal employment opportunity regardless of color, ethnicity, religion, sex, origin, disability, marital status, citizenship, or gender identity. We are proud to be an equal opportunity workplace. If you have a disability or special need that requires accommodation, please let us know.

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To all recruitment agencies: Solaris does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias, Solaris employees or any other venture in our ecosystem. Solaris is not responsible for any fees related to unsolicited resumes.