CGM
Knowledge Quality Lead(m/w/x)
Vollzeitmit HomeofficeBerufserfahren
Koblenz
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CGCGM
Reliability & Incident Manager(m/w/x)
Koblenz
Vollzeitmit HomeofficeBerufserfahren
AI/ML
Nejo KI-Zusammenfassung
Improving customer journey from intake to resolution for healthcare AI software. Experience with incident management frameworks and observability required. Flexible work from home, attractive office locations.
Anforderungen
- Experience in Reliability Engineering, Incident Management, DevOps, or similar technical operations roles
- Strong root cause mindset
- Experience establishing and operating incident, postmortem, or SRE frameworks
- Solid understanding of observability, telemetry, correlation IDs, and modern monitoring architectures
- Ability to operate effectively with Engineering and Product teams
- Experience defining and enforcing operational standards, processes, and governance models
- Familiarity with ITSM and delivery tools such as ServiceNow, Jira, or comparable platforms
- Recognition of AI power in eHealth environment
- Desire to shape change
- Curious passion to understand how technology makes healthcare smarter, simpler, and better
Aufgaben
- Manage end-to-end customer support and service experience
- Analyze and improve customer journey from intake to resolution
- Systematically identify and resolve friction points in customer service
- Drive data-driven improvements to enhance customer satisfaction
- Analyze recurring incidents and support drivers
- Identify and eliminate root causes of incidents
- Reduce incident recurrence by at least 1% monthly
- Lead and facilitate the RQIL Review Board
- Prioritize and validate root causes of incidents
- Ensure corrective actions are enforced within 14 days
- Translate incident resolutions into prevention artifacts
- Reduce Change Failure Rate to below 5%
- Partner with Product and Engineering for reliability initiatives
- Support data-driven trade-offs between reliability and delivery
- Identify and close telemetry gaps
- Improve observability and early detection of system issues
- Increase telemetry coverage to at least 80%
- Conduct structured postmortems for critical incidents
- Assign ownership and define actions for postmortems
- Verify effectiveness of postmortem actions
- Develop and maintain preventive playbooks
- Address recurring risk patterns across products and platforms
- Ensure systemic issues are resolved, not just mitigated
Berufserfahrung
- ca. 1 - 4 Jahre
Ausbildung
- Abgeschlossene BerufsausbildungODER
- Bachelor-AbschlussODER
- Master-Abschluss
Sprachen
- Englisch – verhandlungssicher
Tools & Technologien
- ServiceNow
- Jira
Benefits
Flexibles Arbeiten
- Flexible work from home
Sonstige Vorteile
- On-site work
Parkplatz & Pendelvorteile
- Attractive office locations
Team Events & Ausflüge
- Summer parties
- Christmas celebrations
Weiterbildungsangebote
- In-house academy
Mentoring & Coaching
- Professional growth support
Gratis oder Vergünstigte Mahlzeiten
- Healthy meals at canteen
Gesundheits- & Fitnessangebote
- Fully equipped gym
- Weekly gym classes
Kinderbetreuung
- Daycare center
Mitarbeiterrabatte
- Corporate benefits
Firmenfahrrad
- Job bike option
Betriebliche Altersvorsorge
- Company pension schemes
Die Originalanzeige dieses Stellenangebotes in der aktuellsten Version findest du hier. Nejo hat diesen Job automatisch von der Website des Unternehmens CGM erfasst und die Informationen auf Nejo mit Hilfe von KI für dich aufbereitet. Trotz sorgfältiger Analyse können einzelne Informationen unvollständig oder ungenau sein. Bitte prüfe immer alle Angaben in der Originalanzeige! Inhalte und Urheberrechte der Originalanzeige liegen beim ausschreibenden Unternehmen.
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CGCGM
Reliability & Incident Manager(m/w/x)
Koblenz
Vollzeitmit HomeofficeBerufserfahren
AI/ML
Nejo KI-Zusammenfassung
Improving customer journey from intake to resolution for healthcare AI software. Experience with incident management frameworks and observability required. Flexible work from home, attractive office locations.
Anforderungen
- Experience in Reliability Engineering, Incident Management, DevOps, or similar technical operations roles
- Strong root cause mindset
- Experience establishing and operating incident, postmortem, or SRE frameworks
- Solid understanding of observability, telemetry, correlation IDs, and modern monitoring architectures
- Ability to operate effectively with Engineering and Product teams
- Experience defining and enforcing operational standards, processes, and governance models
- Familiarity with ITSM and delivery tools such as ServiceNow, Jira, or comparable platforms
- Recognition of AI power in eHealth environment
- Desire to shape change
- Curious passion to understand how technology makes healthcare smarter, simpler, and better
Aufgaben
- Manage end-to-end customer support and service experience
- Analyze and improve customer journey from intake to resolution
- Systematically identify and resolve friction points in customer service
- Drive data-driven improvements to enhance customer satisfaction
- Analyze recurring incidents and support drivers
- Identify and eliminate root causes of incidents
- Reduce incident recurrence by at least 1% monthly
- Lead and facilitate the RQIL Review Board
- Prioritize and validate root causes of incidents
- Ensure corrective actions are enforced within 14 days
- Translate incident resolutions into prevention artifacts
- Reduce Change Failure Rate to below 5%
- Partner with Product and Engineering for reliability initiatives
- Support data-driven trade-offs between reliability and delivery
- Identify and close telemetry gaps
- Improve observability and early detection of system issues
- Increase telemetry coverage to at least 80%
- Conduct structured postmortems for critical incidents
- Assign ownership and define actions for postmortems
- Verify effectiveness of postmortem actions
- Develop and maintain preventive playbooks
- Address recurring risk patterns across products and platforms
- Ensure systemic issues are resolved, not just mitigated
Berufserfahrung
- ca. 1 - 4 Jahre
Ausbildung
- Abgeschlossene BerufsausbildungODER
- Bachelor-AbschlussODER
- Master-Abschluss
Sprachen
- Englisch – verhandlungssicher
Tools & Technologien
- ServiceNow
- Jira
Benefits
Flexibles Arbeiten
- Flexible work from home
Sonstige Vorteile
- On-site work
Parkplatz & Pendelvorteile
- Attractive office locations
Team Events & Ausflüge
- Summer parties
- Christmas celebrations
Weiterbildungsangebote
- In-house academy
Mentoring & Coaching
- Professional growth support
Gratis oder Vergünstigte Mahlzeiten
- Healthy meals at canteen
Gesundheits- & Fitnessangebote
- Fully equipped gym
- Weekly gym classes
Kinderbetreuung
- Daycare center
Mitarbeiterrabatte
- Corporate benefits
Firmenfahrrad
- Job bike option
Betriebliche Altersvorsorge
- Company pension schemes
Die Originalanzeige dieses Stellenangebotes in der aktuellsten Version findest du hier. Nejo hat diesen Job automatisch von der Website des Unternehmens CGM erfasst und die Informationen auf Nejo mit Hilfe von KI für dich aufbereitet. Trotz sorgfältiger Analyse können einzelne Informationen unvollständig oder ungenau sein. Bitte prüfe immer alle Angaben in der Originalanzeige! Inhalte und Urheberrechte der Originalanzeige liegen beim ausschreibenden Unternehmen.
Gefällt dir diese Stelle?
BetaDein Career Agent findet täglich ähnliche Jobs für dich.
Über das Unternehmen
CGM
Branche
Healthcare
Beschreibung
Das Unternehmen ist ein führendes Unternehmen im Bereich Softwarelösungen für das Gesundheitswesen und beschäftigt über 9.000 Mitarbeitende.
Noch nicht perfekt?
- CGM
Knowledge Quality Lead(m/w/x)
Vollzeitmit HomeofficeBerufserfahrenKoblenz - CGM
Customer Journey Owner(m/w/x)
Vollzeitmit HomeofficeBerufserfahrenKoblenz - DE05 CGM SE & Co. KGaA
Head of Automation Healthcare Software(m/w/x)
Vollzeitmit HomeofficeSeniorKoblenz - CGM
Manager - AI Enabled Customer Support(m/w/x)
Vollzeitmit HomeofficeManagementKoblenz - CGM
Change Enablement Lead(m/w/x)
Vollzeitmit HomeofficeBerufserfahrenKoblenz