We are Netcompany-Intrasoft, a leading European IT Solutions and Services Group with strong international presence and expertise, offering innovative and added-value solutions of the highest quality to a wide range of international and national public and private organizations. More than 500 organizations in over 70 countries worldwide have chosen the company's services and solutions to fulfill their business needs.
For more information regarding our company, current projects, and openings around Europe, please consult our website: www.netcompany-intrasoft.com.
As a Problem Manager for the Managed Services division, you will be accountable for the problems monitoring and pro-active actions.
You'll be part of a dynamic and international team. You will interact with the customer to act as escalation point for the Officials of Managed Services and work in close collaboration with the Service Delivery Manager(s).
You will regularly check and monitor the tickets treated by all concerned teams in order to make sure that there is not a bad deviation in terms of ongoing issues that could lead to a problem creation and, in case the tickets are related to an ongoing problem, make sure that the link between the two is correctly made.
More specifically, you will :
- Provide accurate periodic reporting and participates to periodic service review meetings
- Participate to the Weekly Service Review to analyses the delivery performance related to the problem management practice
- Act as SPOC for all DWP related problems
- Act as mentor for the team coordinators/members, being their escalation point and support when they require assistance
- Analyze performance reports and take all necessary actions in order to reach KPI targets
- Be the relay between all DWP teams in order to dispatch all necessary information to related people
- Analyze the currently ongoing tickets to detect any bad deviation and, if necessary, create the related problem
- Ensure that all related tickets in regards of all problems are correctly linked
If you have :
- Bachelor's Degree or at least 4 years of relevant experience
- Proven experience with the writing of infrastructure services oriented documentation and operational procedures.
- ITIL V4 certification
- Practical experience with Problem Management
- Self-directed, details oriented & analytical personality
- Ability to work within customer environment
- A good command of English (written and verbal) and good communications skills, French language is an advantage
- The ability to work in teams, while ensuring the overall responsibility of a project
- Experience in using ServiceNow, Business Objects and related reporting solutions
- Experience with SQL reporting
- Experience with Jira
- Experience within European Institutions
…then this position is suitable for you!
Working Conditions: Work shifts of 8 hours from Monday to Friday with some flexibility required when overtime is exceptionally needed.
Teleworking is allowed. However, some presence into the office is required.
Additional Information
This position comes with:
- Competitive compensation packages
- Interesting and challenging tasks within large-scale projects
- An international dynamic within a fast-paced working environment
- The opportunity to work in a diverse environment with talented colleagues
All candidates are equal to receive consideration. There is no discrimination in terms of ethnicity, sex and sex preferences, age, color, medical condition, marital status, physical or mental disability, religion or any other characteristic protected by applicable laws and regulations. At Netcompany-Intrasoft we support human rights among our employees and focus on creating a positive working environment of diversity and inclusion.
The safety and well-being of our candidates and employees remains our top priority. Please note that the recruitment process in Netcompany-Intrasoft will be conducted virtually for the upcoming months, following the Covid-19 pandemic safety measures.
#BePartOfSomethingGreat
- Please submit your CV in English
All applications will be treated as strictly confidential.
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Our culture
Our people are the most important element of our success. Our work life is well defined by our set of fundamental Values: https://bit.ly/3SSbBzU
#BePartOfSomethingGreat!
- Please submit your CV in English
All applications will be treated as strictly confidential.
