Exyte is a global leader in design, engineering and construction delivering high-tech facilities, plants and factories. With a history of more than 100 years, the company has developed a special expertise in controlled and regulated environments. It serves the most technically demanding clients in growth markets such as semiconductors, life sciences, and data center across the full spectrum of services from consulting and design to managing turnkey solutions. Operating in more than 20 countries, Exyte is uniquely positioned to support clients locally and globally. In 2018, Exyte generated sales of 3.5 billion euros, up from 2.4 billion euros in 2017 on a like-for-like basis, with around 5,600 highly experienced and motivated employees.
- Defining and designing a new problem management process based on best practises (ITIL)
- Implementing the new problem management process for the global IT organization, required governance and supporting technology
- Define and setup reporting framework and KPIs for problem status reporting to senior management
- Continuous improvement of the problem management proccess
- Register reported problems, either from incident management or any other source
- Driving teams worldwide to systematically assess the problems until the Root Cause Analysis is completed and documented
- Driving teams worldwide to implement solutions to fix the problems or apply temporay workarrounds until the final solution is delivered
- Tracking all problems and make sure there is continues progress on solutioning
- Reporting on a regular basis to senior management on the status of problems and related KPIs
- Managing actively internal resources and external suppliers to drive problem management and ensure a good solution performance
- Partnering with all stakeholders required to understand and solve problems
- Bachelor or Master degree in computer science, engineering or similar
- Min. 3 years experience as a senior supporter (2nd or 3rd level)
- Ideally experience as a service manager
- Experience with outsourcing and offshoring
- Empathy, professional business and service attitude
- Strong analytical skills
- Strong structural skills to turn unclear situations into a well structured and prioritized list of actions
- Strictly focused on and committed to customer’s success
- Fluently in English and German
- Incident, problem & change management based on ITIL
- Project management (ideally based on PMI, but not mandatory)
- IMAC/RD processes
