CGM
Knowledge Quality Lead(m/w/x)
Full-timeWith HomeofficeExperienced
Koblenz
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CGCGM
Reliability & Incident Manager(m/w/x)
Koblenz
Full-timeWith Home OfficeExperienced
AI/ML
Nejo AI Summary
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.
Requirements
- 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
Tasks
- 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
Work Experience
- approx. 1 - 4 years
Education
- Vocational certificationOR
- Bachelor's degreeOR
- Master's degree
Languages
- English – Business Fluent
Tools & Technologies
- ServiceNow
- Jira
Benefits
Flexible Working
- Flexible work from home
Other Benefits
- On-site work
Parking & Commuter Benefits
- Attractive office locations
Team Events
- Summer parties
- Christmas celebrations
Learning & Development
- In-house academy
Mentorship & Coaching
- Professional growth support
Free or Subsidized Food
- Healthy meals at canteen
Healthcare & Fitness
- Fully equipped gym
- Weekly gym classes
Childcare
- Daycare center
Corporate Discounts
- Corporate benefits
Company Bike
- Job bike option
Retirement Plans
- Company pension schemes
Find the original job posting in its most current version here. Nejo automatically captured this job from the website of CGM and processed the information on Nejo with the help of AI for you. Despite careful analysis, some information may be incomplete or inaccurate. Please always verify all details in the original posting! Content and copyrights of the original posting belong to the advertising company.
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CGCGM
Reliability & Incident Manager(m/w/x)
Koblenz
Full-timeWith Home OfficeExperienced
AI/ML
Nejo AI Summary
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.
Requirements
- 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
Tasks
- 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
Work Experience
- approx. 1 - 4 years
Education
- Vocational certificationOR
- Bachelor's degreeOR
- Master's degree
Languages
- English – Business Fluent
Tools & Technologies
- ServiceNow
- Jira
Benefits
Flexible Working
- Flexible work from home
Other Benefits
- On-site work
Parking & Commuter Benefits
- Attractive office locations
Team Events
- Summer parties
- Christmas celebrations
Learning & Development
- In-house academy
Mentorship & Coaching
- Professional growth support
Free or Subsidized Food
- Healthy meals at canteen
Healthcare & Fitness
- Fully equipped gym
- Weekly gym classes
Childcare
- Daycare center
Corporate Discounts
- Corporate benefits
Company Bike
- Job bike option
Retirement Plans
- Company pension schemes
Find the original job posting in its most current version here. Nejo automatically captured this job from the website of CGM and processed the information on Nejo with the help of AI for you. Despite careful analysis, some information may be incomplete or inaccurate. Please always verify all details in the original posting! Content and copyrights of the original posting belong to the advertising company.
Like this job?
BetaYour Career Agent finds similar jobs for you every day.
About the Company
CGM
Industry
Healthcare
Description
Das Unternehmen ist ein führendes Unternehmen im Bereich Softwarelösungen für das Gesundheitswesen und beschäftigt über 9.000 Mitarbeitende.
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