Technical Problem Manager
il y a 5 jours
About Umicore
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.
Our Cloud Center of Excellence
Since 3 years we kickstarted our cloud expertise center to embrace all benefits and **innovation that come with cloud technology**. With a clear **cloud first technology strategy** we do have a significant increasing footprint and so thus the team. Together with internal as well as consultants, our team has grown exponentially from 3 colleagues at the start to 18 in less than 3 years.
To be able to grow even further, we are looking for a **strong and enthusiastic team member, fascinated by (cloud) technology**.
Your role in the team
- The purpose of this job is to manage major incidents, coordinate resolver groups, draft RCA documents, and proactively address recurring or persistent problems within the IT environment (infrastructure focus)._
- The strategic focus of this job is to _**_ensure operational stability_**_, _**_efficiently manage major incidents_**_, _**_coordinate with resolver groups_**_, and _**_proactively address recurring/intermittent/persistent problems_**_ within the IT environment. In the first three years of this role, the _**_objective_**_ would be to _**_establish robust major incident management processes_**_, _**_reduce mean time to resolution for major incidents_**_, and _**_drive continuous improvement in problem management_**_ to enhance overall IT service reliability._
- _As an IT Major Incident and Problem Manager, you will play a critical role in ensuring the stability and reliability of our organization’s IT services. You’ll be responsible for managing the entire lifecycle of major incidents, coordinating with resolver groups, and driving the resolution process. Additionally, you’ll proactively identify recurring problems and work collaboratively to implement effective solutions._
**_Responsibilities:_**
- 1._ _**_Major incident Management:_**
o _Oversee the major incident management process, ensuring timely and efficient resolution of major incidents._
o _You take up this role during business hours, and others take over the role outside business hours._
o _Respond promptly to reported service interruptions, identify root causes, and initiate incident management procedures._
o _Prioritize incidents based on urgency and impact on business operations._
o _Collaborate with cross-functional teams to restore services to normal operation swiftly._
- 2._ _**_Communication and Coordination:_**
o _Organize communication channels during major incidents, keeping stakeholders informed about progress and resolution efforts._
o _Coordinate with resolver groups, ensuring seamless collaboration and efficient incident resolution._
o _Escalate risks and issues to relevant process owners promptly._
- 3._ _**_Root Cause Analysis (RCA):_**
o _Draft comprehensive RCA documents for major incidents, analyzing contributing factors and proposing preventive measures._
o _Facilitate post-incident reviews to identify areas for improvement and prevent recurrence._
- 4._ _**_Problem Management:_**
o _Proactively identify persistent or recurring problems within the IT environment._
o _Collaborate with technical teams to investigate underlying causes and design effective solutions._
o _Implement corrective actions to prevent future incidents._
- 5._ _**_Process Optimization:_**
o _Continuously evaluate and adjust incident management processes to enhance effectiveness._
o _Ensure compliance with incident management protocols, including handling cybersecurity threats and server failures._
- 6._ _**_Reporting and Documentation:_**
o _Maintain detailed incident logs, tracking resolution progress and identifying patterns._
o _Communicate major system issues and the status on unresolved problems to upper management, providing clear and concise updates._
Who we are looking for:
- Work experience with** CI/CD pipeline**, Azure CLI, PowerShell, **Terraform** and ARM Templates
- You experience with** all kind of PAAS(/IAAS) services**, have a perfect understanding of Azure Networking & Identity Management.
- Understanding of **Azure DevOps** configuration and management.
- You have a good overall knowledge of Infrastructure, platforms, networks and security
- Knowledge of.Net is a plus
- Knowledge and experience with containerization & Kubernetes is a plus
To match our team, we hope you bring:
- You hold a **bachelor applied IT or master** in information technology or computer science
- You are passionate about IT cloud computing and keep up t
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