Digital Platform Operations Manager

il y a 2 jours

Brussels, Belgique Proximus Group Temps plein

A job at Proximus? You’ll find that everything revolves around the idea ‘Think Possible’. This means: we always assume that something is possible, even if it seems impossible. Well, especially so, actually. Call it a way of thinking that involves being open to a world of digital solutions that make our lives easier. And our way of working smarter.

To deliver an optimal Customer Experience, we are looking for a **Digital Platform Operations Manager**.

Work Content:
You define the Operational strategy, setup the monitoring technology & its evolution, select the right sourcing strategy with key external partners, set the ambition towards LowOps/NoOps, self-healing techniques, making use of data analytics and machine learning opportunities, in order to provide a proactive best-in-class Customer Experience management in all Digital Channels of Proximus.

You are the first point of contact in case of major incidents and interventions during and outside working hours.

You are responsible for problem analysis, operational management, ticket management and continuous improvement of the following services:

- You ensure the proactive participation of projects to ensure readiness.
- You guarantee a strong relationship with our internal customers to meet their needs and improve customer satisfaction.
- You are responsible for operational coordination and major incident monitoring.
- You are responsible for implementing incident management processes, issues and changes registered within the team.
- You are responsible for evaluating the impact of technical updates and represent DCH division during the Change Advisory Boards.
- You are able to identify problems with Dynatrace, Splunk, BAM, Adobe and other specific monitoring tools, and lead teams responsible for tracking tools to proactively avoid incidents by building predictive models.
- You are accountable for technical KPIs and follow them closely with other technical teams and sales departments.
- You are able to mobilize the right team based on the User Survey (WEB & Mobile App) via Problem Management Tickets to continuously improve the user experience.
- You are able to lead the operational team, identify and adjust gaps, and prepare the operational team for a DevOps approach in the spirit of an Agile development organization.
- In close collaboration with the Service Level Manager, the Platform Operations manager is accountable for service level agreements aligned with the customer's needs.
- The Platforms Operations Manager validates and confirm together with the Service Level Manager the service level agreement for the relevant customer, and discusses and defines with the customers the key performance indicators (KPIs) that will be used for weekly/monthly/yearly monitoring of system quality.
- Business continuity plans are developed in consultation with various stakeholders. This can be in the form of tools of disaster recovery process, Go2Gold, (Platium, Gold, Silver...). The Platform Operations manager drives this exercise.
- If it appears that service levels are not being achieved, the Service Level Manager under the lead of the Platform Operations Manager will establish an action plan to reach the agreed KPIs with all stakeholders.
- The Platform Operations Manager make sure the monthly report are assured in time and review this.

Profile

You hold a:
Master in Telecom or IT or equivalent experience in technical operations

**Required Skills**:

- Results & objectives oriented
- Perseverance
- Entrepreneur
- Stress resistant
- Analytical skills
- Persuasive
- Team spirit
- Good listening skills
- Reliable
- Organized, systematic and orderly
- Independent

You have a good general knowledge of computers and networks and you are interested in operational aspects.
- Knowledge of ITIL processes is an asset
- Good knowledge of IT operational standards, monitoring systems and data analytics are a plus
- Knowledge of the various concepts and knowledge of the WEB micro-services is an asset.
- Experience with query and reporting tools
- Knowledge of Dutch, French and English
- MS Office Pack

What do we offer you?

Naturally we have a competitive salary package for you. But there is so much more
- We are 100% Belgian. So we make decisions in three languages. And all at the same time if you like
- We are open to everyone: M, W, X, and in fact all the other letters of the alphabet.
- We encourage personal growth. At the Proximus Academy, you won't even want to miss a session.
- We are, of course, committed to sustainability. What else did you think?
- We firmly believe that working together is important, but that having fun together is even more so. That is why we regularly organise fun activities. (Please let us know if you have a talent for playing Santa Claus)
- We believe in responsibility. Also in yours. For example, you can take it to launch your own initiatives.
- We put our customers first. And because we are all customers somewhere, you already kno

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