Description
Primary Tasks and responsibilities
- Daily follow-up of the Engineers in your team to meet the SLA committed targets
- Coordination of operational aspects (incident/problem-mgt & monitoring by ITIL processes)
- Follow-up of operational gaps/failures by using ITIL processes
- Responsible for the ITIL processes in the operations team:
- Implementing and optimization
- Creation of documentation following Standard Operations Processes and guidelines.
- Handle complaints of process/operational failures
- Reporting
- Coordination and follow-up of tasks between the local operations team and the possible offshore team in following fields:
- Data Center Management - Service Now
- Data and Tape Management
- Feet on the Street (FotS) Transition
- Problem Management
- Auditing trails
- Project Coordination
- Responsible for coordination/communication with customers (J&J affiliates)
- Identifying and implementing process improvements
- Daily planning and scheduling of holidays for your team
- The Project Lead typically reports to a Project Manager
- Responsible for the coordination and completion of projects
- Take responsibility for gathering project (user and/or system) requirements, define/document solutions and associated cost pictures
- Assist in assembling project teams, identifying appropriate resources needed, helps develop and execute project plans, and assign individual responsibilities
Non-Technical profile requirements
- Excellent customer service, interpersonal, communication (multi cultural) and team collaboration skills
- Able to follow change management procedures and internal guidelines
- Strong tracking, coordination and project planning skills
- Ability to identify and implement process and/or application improvements by using ITIL based processes
- Must be able to work on multiple simultaneous tasks with limited supervision
- Quick learner, motivated self-starter
- Strong analytical and problem-solving skills
Methodology/Certification requirements
- Bachelor Degree in Mathematics, Engineering, Computer Science OR equivalent through experience. Advanced course work in technical systems plus continued education in technical disciplines is preferred
Language proficiencies
- Dutch/English spoken and written