Major Incident Manager US
(suu01 - United States )

As major incident manager you are responsible to assist the technical teams to restore a critical service operation as quickly as possible, to minimize the impact on the Open-Xchange Services and business operations, coordinate and lead the communication with Open-Xchange customers. You initiate and manage all necessary processes and coordinate with both Open-Xchange support, operations, and management.

Your key responsibilities / Your passion
  • System diagnostics and analysis of (normally) „million user“ environments of our customers
  • Incident and Problem Management for customers' and OX' services
  • Monitoring Service Level Agreements (SLAs) of Incident and Problem Tickets
  • Optimisation of our support processes
  • Managing Incidents and Major Incidents

Your background / What you bring to the table
  • Graduation as a bachelor / master in computer science, electronics or a equivalent education
  • Deep knowledge of Linux (Debian, RHEL, SLES) is important for this position.
  • A broad knowledge of typical Open Source Services like Apache, MySQL, Postfix, Dovecot
  • Advanced know how in different cluster techniques
  • Excellent communication skills in both written and verbal form
  • ITIL v3 certification recommended

Our offer to you
  • Working on modern cloud software in an international team
  • Wide scope to develop your own ideas for our products
  • Training and personal development
  • Flexibility to work from your home office
  • The latest in IT equipment
  • Flat hierarchies combined with "Open Door" policies
  • Personal development in a dynamic environment

About Open-Xchange

Open-Xchange is a developer of open source communication, collaboration, office productivity, and DNS-based security software and services. With 270+ employees and a global presence, Open-Xchange is well-positioned to meet the needs of our large Internet Service Provider, Hosting, Telecommunication, and Cable Provider audience. Open-Xchange SaaS (Software-as-a-Service) solutions are delivered by partners such as 1&1, Orange, Italiaonline, Comcast, GoDaddy, and Softbank, with more than 200 million users already using the products for private and business communication.
The core of the product portfolio is
OX App Suite with applications for email, contacts, and appointments. In addition, OX App Suite can be expanded to include additional apps such as OX Drivefor managing and synchronizing documents, images, and video, OX Documents for text editing, spreadsheets and presentations and OX Guard for encrypting emails and files. Dovecot, the world's leading open source IMAP server software, and PowerDNS, a provider of secure DNS services, complete the Open-Xchange product portfolio.  
Open-Xchange is headquartered in Cologne, Germany, with offices in Bremen, Dortmund, Hamburg, Olpe, and Nuremberg. International offices include the USA, France, Finland, the Netherlands, Italy, Spain, and Japan.