Description de l'offre
Objectives of the job
Our client, in the energy sector, is actively looking for a Applicative Support, to join the Service Delivery Center Team. The objective of this team is to supply Support Delivery services for a series of critical core applications for Gas Flow Management.
Your mission will be :
- Maintain high-performance service support
- Own incident, request, problem and event processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
- Ensure the management of requests, incidents and problems as well as backlogs (incl. team mailbox)
- As owner of the escalation process, he/she will take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post incident review
- Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
- Drive internal and third-party service review meetings covering performance, service improvements, quality and processes
- As owner of the quality of information in tickets and dashboards and as part of continuous improvement, he/she will make concrete proposals to process and tool managers
- Ensure the training, sharing and transfer of knowledge as well as the coaching of the colleges of its service
- Provides support to the Service Desk team (1st line global support)
- In an operational way, he/she contributes, in collaboration with the Quality Manager, to the change and release management processes
Your profile
- Excellent written and verbal communication skills in English and at least one of French and/or Dutch (both are a plus)
- Ability to communicate with business analysts to understand the root cause of a problem
- Ability to bring all stakeholders around the table to define action plans in case of recurrent incident Able to demonstrate the ability to undertake the above responsibilities
- Experienced Service Management professional in the area of energy transport is a plus
- ITIL Qualified
- Experience of managing 3rd parties and 3rd party delivered services mostly internal
- Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
- Able to work under pressure and meet deadlines
- Excellent organizational skills
