Incident/process management lead (technical lead)
Incident/process management lead (technical lead)
1 senior profile
Your role
· You ensure that the relevant ITIL processes for managing the Managed Services for your customer run effectively and efficiently.
· Coordinating cross-domain incidents and changes with multiple involved parties, leading the operational crisis cell, and reporting to management.
· Ensuring these processes are followed, monitoring and analyzing service levels to escalate any deviations.
· You drive the day to day proactivity of the service operations on all aspects of the customer contract (incidents, problems, service improvements,…) together with the level 1 and level 2 team engineers.
· You propose actions to improve the operational processes and assist in the development of the tool for tracking incidents and problems. You ensure the continual improvement plan of the service delivery manager is correctly executed in the day to day operations.
· You participate in the operational service governance with your customer, which is lead by the Service delivery manager. You lead the meeting for managing incidents and resolving problems with the ICT team leaders.
· Your coordinate the members of the technical teams involved in managing major incidents.
· You manage the relationships and dependencies between the delivered services.
· As a technical teamlead for the offshore team, you ensure the day to day planning of the operational shifts needed to cover the full 24*7 service operations. In case of illness or other absences in the team, you ensure the availability of the support services is guaranteed (arrange backups,…)
· As a technical expert, you participate in the level 1 and/or level 2 engineering activities together with the level 1 and 2 engineering team.
· You coach the L1 and L2 team for technical and behavioural skills. You analyse the tickets dispatched to L3 and propose how this can be optimised
· You manage relationships with various partner companies involved in the operational service of your customer contracts
· You report on the handling of incidents and problems with the agreed KPI's.
· You conduct Root Cause and Impact Analyses and define and follow up on improvement actions with the involved teams.
Skills & Knowledge
· Min 8 years of experience as incident/process managed Lead (technical lead) in an ICT environment for an international customer.
· You work during Belgian business hours
· You can easily intervene with the support teams and their managers where needed and you efficiently drive/manage escalations.
· You can effectively work in a hybrid environment with people in India, Belgium, or on other locations
· Stress resistant and a good eye for quality
· Customer focused yet assertive
· Analytical thinking and problem solving
· Deep technical/expert knowledge of SDWAN, WLAN, routing, switching and firewalls:
o Networking and routing protocols (RIP, OSPF, SD-WAN)
o Cisco Catalyst Center
o Cisco LAN switches (Access + Core)
o Cisco Wireless controllers
o Cisco Access Points
o Cisco ASA
o Cisco Client
o Fortigate Firewall
o Fortianalyzer
o Fortimanager
· Knowledge of ITIL principles
· Effective communication in English:
o on management level as well as technical level
o verbally as well as written
o With the customer as well as internally
· Able to motivate the support team
· Create clear and correct reports and presentations
· Organize virtual teams (engineers, architects …) when necessary
· Understanding the contract and guarding the scope. E.g. service catalogue, service window … .
