Description
Role: Head of productionObjectives of the position
- Guarantee, manage and maintain the activity of IT Production
- Produce and update the catalog of services within the scope of responsibility
- Ensure that the management of CI (Configuration Items) of the scope of responsibility is kept up to date
- Control and validate all changes in Production
- Maintain maintenance contracts and production budgets
- Control the operational activity carried out by subcontractors and / or outsourcers
- Integrate the governance of contracts into its activity
Area of responsibility:
• Production: Operations / Operation of IT Infrastructure, IT Production
o Training
Strong knowledge in IT and diploma in technical informatics.
o Experience
5 years of experience in a production and IT support function
o Technical knowledge
All operational activity related to IT production:
- infrastructure: servers, disk bays, network, FW, routers / switches, telephony equipment, supervision, backups, ...
- operation: applications, mainframe, file transfers, scheduled tasks, ...
- server rooms, technical rooms, backup sites
Manage the activity:
Responsible and guarantor of all activities related to IT Production
• Ensure the operational follow-up of the service provided by the subcontractor by taking responsibility as specified in the established governance.
• Manage the processing of complaints
• Find the origin of service malfunctions, resolve, or facilitate resolution
• Check the level of user satisfaction
• Guarantee the high availability of services
• Launch the necessary improvement plans, team leadership, communication
• Ensure that the documentation is properly updated
• Continuously adapt processes according to the needs of the activity
• Depending on the scope of responsibility: Supervise ISO certifications as well as Internal and regulatory control activities (SOX / ICS)
• Guarantee the application of the DISC for the departments concerned
Follow up on SLAs.
• Manage the monitoring of SLA KPIs within the scope of responsibility
• Manage the volume of services and the associated "base lines"
• Ensure governance with subcontractors
Manage budgets in the areas of responsibility
Establish action plans and service improvements
Responsible for the management of Licenses and Certificates of the scope of responsibility
Statistical monitoring and dashboards
• Creation and publication
• Analyze content
• Take appropriate improvement actions
Management of the attached team (internal)
• Team meetings, 1: 1, coaching
• Apply the LEAD process
• Alignment and planning of activities and control of execution
Contract management in the areas of responsibility
Supervise and / or execute the necessary projects in the areas of responsibility
Language skills needed : English,French
Salary : Upto 400 euros per day depending on role and experience
Job Types: Full-time, Contract
Salary: Up to 400.00€ per day