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Umicore - IT Team Lead Services

Il y a 4 mois

Hoboken, Belgique Umicore Temps plein


About Umicore

Reducing harmful vehicle emissions. Giving new life to used metals. Powering the cars of the future. As a global materials and technology group, we apply our specialist knowledge to offer materials and solutions that are essential to everyday life. We aim to be a clear world leader in materials for clean mobility and recycling and have turned our sustainability approach into an even greater competitive advantage. With ambitions like this, imagine what you could do?

About our support services (Information Systems)

Umicore's commitment to creating a sustainable future relies on innovation in all areas of business. As we keep pushing our boundaries and strive to set new industry standards, embracing advanced technologies has never been more essential. Digital technologies are constantly evolving and present new opportunities for us. As next generation corporate IT department, we design & deliver the digital foundation that powers the business in their ambitions.

About the CSI team

Our team, known as the CSI team (Cloud and Server Infrastructure), serves as the central corporate unit supporting Umicore's four primary business units. We provide the foundational platforms enabling the development of future solutions, vital for Umicore's business growth. With 25 dedicated members working across the full infrastructure stack, we ensure the performance and stability of our environment.

The CSI team is organized in 3 different focus groups: Services, Engineering and Automation. The position we are looking to fulfill is to lead the Services focus group.

Position overview

Join us as a Team Lead for Services and become a pivotal leader ensuring the stability and reliability of our organization's IT services. In this role, you'll oversee a team responsible for providing technical support, incident management, and proactive maintenance, ensuring seamless operation of our IT infrastructure.

Key responsibilities

Leadership and Team Management:

Lead and mentor a team of 10 services professionals, providing guidance and support in technical support activities.

Assign tasks, set priorities, and ensure the team's workload is effectively managed to meet service level agreements (SLAs).

Foster a positive team culture focused on collaboration, innovation, and continuous improvement.

Technical Support and Incident Management:

Oversee the delivery of technical support services, ensuring prompt and effective resolution of user issues and requests.

Act as a point of escalation for complex technical issues, providing guidance and support to team members.

Coordinate with cross-functional teams to manage major incidents, ensuring timely resolution and minimal impact on business operations.

Proactive Maintenance and Optimization:

Drive proactive maintenance activities to optimize system performance and reliability.

Collaborate with other teams to identify and implement improvements to enhance service delivery and user experience.

Implement best practices and standard operating procedures to streamline support processes.

Team Development and Training:

Develop and implement training programs to enhance the technical skills and knowledge of team members.

Conduct performance evaluations and provide regular feedback to support individual growth and development.

Identify opportunities for skills enhancement and certifications to support career progression.

Stakeholder Communication and Relationship Management:

Serve as the primary point of contact for stakeholders, providing regular updates on service performance and initiatives.

Build and maintain strong relationships with internal teams and external vendors to facilitate effective collaboration and problem resolution.

Act as an advocate for the services team, promoting the value of IT services and driving customer satisfaction.

Who we are looking for

Technical skills:

Profound understanding of IT infrastructure components and architectures.

Experience in technical support, incident management, and proactive maintenance activities.

Familiarity with cloud platforms, virtualization technologies, and monitoring tools.

Knowledge of cybersecurity principles and best practices.

Proficiency in ITIL framework and practices, with certification preferred.

Soft skills:

Excellent leadership and team management abilities, with a focus on coaching and development.

Strong communication skills in ENGLISH and DUTCH, both verbal and written, with the ability to convey technical information effectively.

Exceptional interpersonal skills, building rapport and fostering collaboration with diverse stakeholders.

Analytical mindset and problem-solving skills, with the ability to troubleshoot complex technical issues.

Adaptability and resilience, thriving in a fast-paced and dynamic environment.

Join us and lead the way in delivering exceptional IT services

What we offer

We aim to lead the way. Not just for our customers, but for our employees too. That is why we strive to create a collaborative environment in which we can all succeed, and a culture through which we can all share ideas, develop our expertise and advance our careers. We engage in building an inclusive work culture that offers equal opportunities for all employees irrespective of their diverse backgrounds. As you would expect from a world-leading organization, we will also reward your contribution with a competitive salary and benefits. With all this and more, imagine what you could do?

If our pioneering approach can make us a leader in sustainability, IMAGINE WHAT YOU COULD DO?