Description
Mission Critical Engineer
Location: Eindhoven, the Netherlands
Position type: min. 2 year contract through an umbrella company
Rate: 24 Eur/hour
Start date: ASAP!
Language requirement: fluent in Dutch and English
JOB DESCRIPTION
The role of the Mission Critical Site Support Specialist will involve three important aspects, namely, ensuring that mission critical systems within the business supply chain remain operational, are standardised and moved towards a central support model.
- Support - to provide robust solutions to issues involving mission critical systems, as reported by the business, in a timely manner.
- Root Cause - to identify the root cause of issues and ensure that on-going solutions are translated into an offering presented by central support.
- Standardizations - to work with the business, support colleagues and technical partners to improve and standardize current solutions.
KEY RESPONSIBILITIES
- Work closely with business representatives, CSM, Infrastructure site support, to define the level of support delivered according to specific local needs, eg specific SLA.
- Create and update troubleshooting guide, as well as disaster recovery plans to support the Mission Critical unit.
- Work in partnership with the business to define costs and to implement agreed solution, which balance the most between risk mitigation and cost effectiveness, to guarantee the SLA delivery.
- Monitor and report metric dashboard on SLA accomplishment on a regular basis.
- Delivery of a high quality service with cost efficiency.
- Play a role as member of the team using the mission critical site support model.
- Work with the Mission Critical Leader to further develop the mission critical site support model.
- Work with other IT teams (Network, Telecom, Servers, Common Applications).
- Make use of standard escalation processes and other standard procedures to reduce costs and improve quality and scope of service within IT organization.
- Establish strong business partnerships with external key vendors; ensure specific OLA (Operational Level Agreement) to support specific SLA with the unit.
- Understanding of IT support in a manufacturing or engineering environment.
KNOWLEDGE, SKILL AND EXPERIENCE
Education/Experience
- Typically an expert in the provision of customer services in an IT related surrounding.
- Must have a broad level of understanding surrounding IT systems (ie, desktop, networks, Servers) and professional service provision.
- IT University or IT job education degree level. Equivalent experience may cover that.
Technical Skills
- High level of expertise supporting desktop operating systems & common Office & productivity applications
- Skilled in the support of computing assets connected to instrumentation & analytical devices - knowledge of interfaces & communication protocols
- MCSE or Tech. knowledge of Microsoft Server
- Knowledge of VMWare ESX 4.x
- Experience in supporting network infrastructure (Switches, Routers, Firewalls) and server environments
- Able to work in a high-pressure environment and prioritize multiple requirements focused on business deliverables
- Knowledge of working in a GxP, validated or qualified environment and be aware of the implications of change. Ability to work within a quality framework and create supporting documentation.
- Proven problem-solver who can work on unfamiliar systems without direction intervention
- IT Process aware and able to implement and work within an IT Service Management framework
Work Management Skills
- Skilled at planning, coordinating and prioritising own work.
- Able to analyse and prioritise client requests.
- Ensure client receives the highest possible quality service, while balancing client expectations and realisations.
- Prioritise and track personal workload.
Supervisory Skills
- N/A
Interpersonal Skills
- Excellent customer facing skills, credibility and empathy with the customer base.
- Communicates effectively in writing and speaking within IT, with clients and external parties.
- Presents technical information in a clear and concise manner.
- Interacts effectively with relevant levels of IT management.
- Maintains composure during critical, high-pressure situations.
- Promotes cooperation and cohesiveness among individuals within a group or project.
- Interacts effectively as a member of an IT team.
- Global Outlook: Emphasis thinking beyond own functional or territorial boundaries. Aligns behaviour and decisions with the needs and goals of the global organisation.
Personal Profile
Service provision requires a high awareness of and commitment to the "service" function, a willingness and ability to learn, a high degree of team working skill as well as self-motivation. Must have a very professional approach to their work, and show a flexibility which enables them to turn to whatever the latest priority is, and the adaptability to help out in areas where they may initially have minimal skill, but where effort is needed.
: 24 Eur/hour