IT Global Incident and Problem Manager (m/f/d)

at  Symrise

About us
Symrise is a global supplier of fragrances, flavors, food, nutrition, and cosmetic ingredients. Its clients include manufacturers of perfumes, cosmetics, food and beverages, pharmaceuticals and producers of nutritional supplements and pet food.
Its sales of € 4.7 billion in the 2023 fiscal year make Symrise a leading global provider. Headquartered in Holzminden, Germany, the Group is represented by more than 100 locations in Europe, Africa, the Middle East, Asia, the United States and Latin America.
Symrise works with its clients to develop new ideas and market-ready concepts for products that form an integral part of everyday life. Economic success and corporate responsibility are inextricably linked as part of this process.
Symrise – always inspiring more…
Your role
Reporting to the Head of IT Service Integration & Management, the Global Incident and Problem Manager will be responsible for the end-to-end lifecycle of our Incident and Problem Management processes, with a special focus on Major Incident Management. Besides, you will drive continuous improvement, foster collaboration across teams, and deliver training and best practices to enhance Group IT capabilities.
This newly created position offers the opportunity to design and own Symrise’s global incident management processes. You will also contribute to key activities such as Business Continuity Planning, Disaster Recovery, Crisis Management, and IT Security response.

• Develop, refine, and implement the Incident Management process lifecycle, working closely with internal teams (e.g., Infrastructure, ERP, Security, Digital) and external service providers
• Assess and prioritize incidents based on urgency and business impact, coordinating their resolution with relevant Subject Matter Experts
• Monitor the progress of major incidents, participate in bridge calls, and lead Root Cause Analysis (RCA) while identifying risk mitigation strategies
• Manage escalations and maintain clear communication with stakeholders, including senior management, during high-impact incidents
• Coordinate and challenge internal and external teams (Service Desk, 2nd/3rd level support) to ensure timely incident resolution in line with established Service Level Agreements (SLAs)
• Ensure known issues are documented, communicated, and shared effectively across the organization
• Define and analyze incident and problem management reports, identify trends, and recommend process or technical improvements
• Oversee the Problem and Event Management process lifecycle, actively participating in Service Review Meetings with IT partners