In-Work Support Service Manager
il y a 3 semaines
Description We 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. 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.
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;
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;
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;
Minimum 5 years of experience in working with international/multicultural teams, preferably in highly regulated fields;
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;
Experience as Solution Designer or Product Owner will be considered an asset;
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.
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