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IT Incident & Problem Manager (m/f/d) for the Central Division Information Technology

Munich RE



  • IT-Security
  • System Engineering / Admin

Gewünschte Studienfächer

  • Informatik
  • Informationstechnik


  • Bachelor
  • Master/Diplom


  • München


  • Backup / Recovery
  • IT Infrastructure Library (ITIL)
  • React (JS)
  • Support

The Department IT Service Management provides an independent view on the performance of IT service delivery units. This includes monitoring of IT services, delivery and support processes, management of escalation as well as performance reporting for customers. IT Service Management also defines and implements ITIL- and operational processes, but also provides a SIAM tooling strategy as well as an integrated SIAM tool set.

The section Service Monitoring and Escalation Management provides transparency about the performance of the IT service delivery to the business units and accordingly provides an operational status (changes, incidents, problems). Service Monitoring and Escalation Management is responsible for the management of critical events including escalations, the initiation of task forces and root cause analyses as well as disaster recovery. As an Incident & Problem Manager you gain a holistic overview of the Munich Re IT landscape and have interfaces with many units in the global IT organization. In addition, you will be involved at an early stage in the resolution of operational disruptions

Your job

  • Enabling of service restoration incl. documentation of actions taken, escalation management and initiation resp. lead of task forces according to global Major Incident Management Process
  • Classification, prioritization and resolving of major incidents or problems in systems, processes and services. Documentation of root causes and tracking of permanent fix implementation as well as continual service improvements
  • Tracking of delivery issues and identified mitigating actions across IT Services, IT Providers and other IT Units
  • Management and monitoring of operational key metrics (i.e. IT service availability, reaction / response time, KPI trends) and identification of adjustments from a customer resp. user perspective
  • Real-time stakeholder communication of major incidents
  • Proactive identification of performance deterioration (Proactive Major Incident- and Problem Management)
  • Continuous collaboration with Service- and Application Owners and ITIL Global Process Owners, regarding performance issues, continual service improvements and planned activities
  • Providing assistance with the implementation of agreed remedies and preventative measures incl. reporting regarding the current state of incidents and problems.
  • Instruction and guidance of global operational teams for job specific topics
  • Provision of IT service reports incl. availability, incident statistics, problem management data and root cause analysis for operational reviews
  • Definition of requirements and instrumentation for reporting, monitoring and operational management capabilities of IT applications and IT systems. Work with IT architecture and build teams

Your profile

  • University degree in IT or business information management or equivalent qualification
  • ITIL knowledge (at least Foundation, ITIL Expert V3 desirable)
  • Sound IT infrastructure and development experience as well as quality and results orientation
  • Experience in managing external service providers
  • Practical project management experience
  • Outstanding ability to think in a global meta-organizational, networked manner
  • Strong planning, coordination and organizational skills
  • Self-confidence, assertiveness, commitment
  • Fluent in German and English
  • “Cultural awareness”

About us

Munich Re is one of the world's leading reinsurance companies with more than 11,000 employees at over 50 locations around the globe. We are working on topics today that will concern the whole of society tomorrow, whether that be climate change, major construction projects, gene technology or space travel. We find solutions to these challenges through a network of highly qualified professionals who anticipate risks, work on tailor-made solutions and expertly advise our clients. If you want to help shape the future as part of one of our teams, we look forward to hearing from you. Please click on the link to apply online.

Münchener Rückversicherungs-Gesellschaft
Maximilian Schumacher
Human Resources
Königinstraße 107
80802 München

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