Service Support Manager

DescriptionWe currently have a vacancy for a Service Support Manager fluent in English, to offer his/her services as an expert will be based in Brussels, Belgium. The work will be carried out either in the company's premises or on site at customer premises. In the context of the first assignment, the successful candidate will be integrated in the team of the company that will closely cooperate with a major client's IT team on site.Your Tasks:Diagnose and resolve escalated incidents related to the interoperability of components in the eFTI exchange environment and/or its functional and technical implementation specifications that Level 1 and 2 teams cannot resolve;Perform in-depth investigations to identify root causes of recurring or critical problems and propose long-term solutions;Maintain and update detailed documentation for troubleshooting processes and resolutions;Ensure adherence to agreed service levels (SLAs) and incident management standards;Act as technical coordinator for operational issues;Support the interoperability of eFTI Gates and their secure communication;Provide guidance and mentoring to Level 1 and 2 support teams to improve their technical capacity and consistency;Advise on planning, priorities and risk management, identifying weaknesses and recommending mitigations;Maintain collaborative infrastructure such as wiki or knowledge base sites hosting implementation guidelines and user documentation;Draft or review implementation documentation, user manuals, and wikis for stakeholder consumption;Contribute to the maintenance and review of technical guidance documentation for implementing legal requirements under the eFTI framework;Assist with business and functional requirement analysis, business process modelling and design documentation;Review and assure the quality of data structures and related business rules;Support testing, validation and implementation phases in cooperation with the stakeholders;Collaborate closely with the coordination team, including the Business Analyst and Team Leader;Prepare structured reports, presentations, and technical briefings for business and technical audiences.RequirementsUniversity degree in IT or relevant discipline, combined with minimum 17 years of relevant working experience in IT;Minimum 5 years of experience in working with international/multicultural teams, preferably in highly regulated fields;Minimum 3 years of experience in requirements engineering;Minimum 3 years of specific expertise in BPMN or UML or other with equivalent value;Minimum 3 years of specific expertise in hierarchical modelling, ERDs for CDM and LDM, and dimensional modelling;Minimum 5 years of specific expertise in large organisation administrative business processes;Minimum 3 years of specific expertise in Wiki and collaborative tools;Minimum 3 year of experience in Agile toolbox (e.g. JIRA, Confluence, etc);Minimum 5 years of experience in IT support or operations, focusing on advanced troubleshooting.Experience with distributed systems, relational databases (SQL), and data modelling;Experience in analysing requirements engineering, BPMN/UML, and conceptual and logical data Modelling;Proven ability to manage incidents through ticketing systems, ensuring timely resolution and SLA Compliance;Proficiency in ETL tools and data modelling techniques;Strong understanding of networking protocols, cloud platforms, and enterprise software;Familiarity with ITIL processes and frameworks;Experience with identification, authentication, and authorisation solutions will be considered an asset;Experience as Solution Designer or Product Owner will be considered an asset;Knowledge of non-relational databases and business intelligence reporting tools will be considered an asset;Familiarity with EU legislation and the ability to derive technical requirements from legal texts will be considered an asset;The following certifications & standards are required: IT service management (ITSM) (such as ITIL foundation certification, CompTIA A+), cloud services and cloud computing concepts (such as Microsoft Azure Fundamentals), PM2-Agile or similar agile certifications;Excellent command of the English and the French language.