IT Service Manager - Energy IT (f/m/d)

Deutsche Börse Prague Branch • Prague

Learn. Develop. Grow. But always: Share value

Join our international team that drives positive change, united by a spirit of openness and curiosity. We empower you to have an impact and to grow – personally and professionally. With us, you work at the heart of financial systems and evolve the way markets operate. We’re excited about the future because we are the ones shaping it. Let´s do this together by sharing value!

Who we are

Tracing its origins to 1585, Deutsche Börse Group has become one of the world’s leading exchange organisations and an innovative market infrastructure provider. In this role, we provide investors, financial institutions and companies access to global capital markets. What’s your part in all this? With your commitment you contribute to the success of our unique business model: offering a wide range of products, services and technologies for security, transparency and integrity on the markets. By creating trust in the markets of today and tomorrow we foster growth and contribute to the prosperity of future generations.

Prague

Your career at Deutsche Börse Group

Your area of work:

Deutsche Boerse’s Energy IT section is looking for an IT Service Manager to join the Operations unit of our M7 Product organization.

In Energy IT we design, build, deploy and operate SaaS solutions for electronic commodities marketplaces. The tradable instruments made available through our platforms range from Power Spot instruments (tradable 24/7) to commodity futures and OTC cleared derivatives. Our applications and infrastructure make trading on Europe’s largest power exchanges possible.

As a member of our Operations team, you will be working closely with our application developers, devops engineers, functional analysts and the rest of the product team to ensure the continued success of our productive services and our customers’ markets.

As an IT Service Manager, your role will be to ensure the service fulfillment of our customers. You will take the lead in incident and problem management processes; qualify and triage customer bug reports or information requests; and support the delivery of software updates & infrastructure maintenance via coordinating change and release plans with your product team. You will be a key part of our Product’s SaaS ecosystem, helping to bridge the gap between our customers’ productive operations and the agile software development lifecycle.

Ideal candidates should have a strong motivation to learn and to add value to their team and product; a focus on customer care and service excellence; strong communication and coordination skills that allow them to work effectively in a direct customer-facing role.

Your responsibilities:

Plan & coordinate delivery of software artifacts (deployments) and configuration changes to test and productive environments
Troubleshooting and resolving reported incidents and problems. Coordinating escalations of such issues to subject matter experts & ensuring the implementation of their solution proposals
Service fulfillment of customer requests (Info. requests, access & permissions management, report generation, configuration changes, etc.)
Administration and maintenance of internal tools (Jira, Confluence, Opsgenie)
SLA/KPI tracking, evaluation and reporting to stakeholders
Paid stand-by duty for emergency response (‘pager duty’) on a shift rotation basis for services outside of business hours (approx. one week-long shift every two months)
Continual improvement & housekeeping of our Service management systems and related process to improve team efficiency and customer satisfaction

Your profile:

Relevant experience in IT Operations, Service Management, Functional Analysis, Software test, IT Service Desk support or similar roles
Strong written and verbal English communication skills
Strong analytical & problem-solving skills and a desire to learn
Self-organized individual with a structured working method
Jira/Confluence/Opsgenie administration

Why Deutsche Börse Group?

We are committed to providing a work environment where everyone feels welcome and can reach their full potential. Our standards go far beyond simply matching candidates with the right position.

Mobility

We enable you to move freely with our job tickets, job (e-)bikes and free parking opportunities.

Work environment

Collaboration, communication, or deep focus – in our modern office buildings you will find the perfect work environment. Free drinks and food and meal allowances included.

Health and wellbeing

We care for your health and wellbeing and besides various health promotion measures we offer you a group accident insurance and additional insurance offers at discounted rates.

Financial stability

We provide financial stability by offering attractive salaries, company pension schemes, participation in our Group Share Plan, as well as bonuses, subsidies and discounts.

Hybrid work

Collaborate and exchange on-site or work remotely several days a week in line with business needs and local regulations. Our hybrid working model combines the best of both worlds.

Flexible working hours

We want your job to fit your life situation and offer flexible working time models, part-time models, childcare allowance, or the possibility to study alongside your job.

Internationality

Our market infrastructures are globally connected. Working with us means collaborating with like-minded colleagues across over 60 locations from more than 100 nations.