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# Manager Data Platform & Analytics Operations

- **Company:** Puma AG
- **Location:** Herzogenaurach, Germany
- **Contract:** Permanent contract
- **Skills:** Data Analysis, JIRA, Data Infrastructure, Performance Monitor, Servicenow
- **Published:** July 4, 2026
- **Apply:** https://de.indeed.com/viewjob?jk=0613c36622fd6050

## About the Role

* Strong understanding of Incident Management and ITIL frameworks
 * Excellent stakeholder communication and relationship management
 * Ability to manage high-pressure situations and critical incidents
 * Strong analytical and problem-solving skills
 * Experience in service delivery and operations management
 * Proficiency with ticketing tools (e.g., JIRA, ServiceNow)
 * Bachelor's degree in IT, Business, or a related field
 * Several years of experience in IT support or operations
 * Experience in incident management or service delivery roles
 * Prior leadership or coordination experience is preferred.

## Description

* Own regional support operations and act as the primary point of contact, ensuring end-to-end ticket lifecycle management and effective coordination between business and IT teams
 * Drive incident management and prioritization by enforcing P1-P4 standards, monitoring queues, and ensuring timely resolution and escalation of critical issues
 * Manage stakeholder communication, serving as the key interface between business and support teams while maintaining high customer satisfaction
 * Ensure service delivery and SLA compliance through KPI tracking, quality ticket handling, and proactive issue resolution
 * Lead problem management and continuous improvement, identifying recurring issues, driving root cause analysis, and optimizing support processes
 * Enforce governance and standardization, ensuring adherence to ITIL practices and consistent ticket handling across regions
 * Collaborate with development and project teams to resolve defects, implement enhancements, and ensure smooth transitions into support operations
 * Lead and support the team, guiding L1/L2 resources, promoting knowledge sharing, and fostering a culture of accountability and service excellence.


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