Analyst Information Technology
JD : IT Service Operations Center Team Lead
Work Area: IT Service Operations Center
Job Level: Sr Analyst IT (L4)
Your primary task is Level 1 support for our IT customers and users. As single point of contact you receive and manage incident calls, tickets and all kinds of requests from our internal business and manufacturing users.
You are also responsible for monitoring our IT infrastructure, business and manufacturing applications. Your IT background helps you to resolve incidents in the Service Operations Center (level 1 resolution), and you track, categorize and prioritize incident & problem tickets, monitoring events and service requests.
In your shift, you coordinate and prioritize the daily incident and problem management tasks, documentation and shift hand over, ticket reporting to management.
You help coordinating and documenting the recovery of impacted IT services. Communication and knowledge transfer between level 1 and level 2 support teams is also critical for the successful operations of our IT infrastructure and applications.
The Service Operations Center takes over standardized tasks from all level 2 support teams, such as working on service requests for network, data center, end user computing, access management and many more.
Working Hour - 12 Hours Shift
Summary of Tasks
IT Service Desk
Review day to day incident/task tickets to ensure proper follow up and closure
Single point of contact for all IT and several manufacturing organisations
Call handling (ACD), e-mail and IT Service Management tool (ServiceNow)
Incident management & escalation
Provide end user support via remote support
Level 1 IT Operations
Data center support
Event management – central monitoring
Account management, permissions and termination process
IT downtime coordination
You bring broad IT knowledge (Windows, UNIX, networks, end user computing, applications, manufacturing applications) and basic IT support process understanding. ITIL v3 understanding or certification would be a preferred add-on, also experience in IT service operations (level 1 and 2), using an ITSM tool and managing a central monitoring environment. You are very technical and user service-oriented, flexible and cooperative. You are ready to work in shifts (12 x 7, incl. weekends). Good communication skills and customer service required.
Bachelor degree required in Computer Science, Information Systems or equivalent field of study
Experience and understanding of IT infrastructure services that include LAN, WAN, telecommunications, hardware, software, desktop/server operating systems, data center operations, end user support, IT security, etc.
Experience and understanding of IT collaboration, enterprise and manufacturing applications, hosted both on-site and in the cloud
Strong in communication, analysis, problem solving and articulation skills.
Ability to work independently and also as a team player within a global organization.
Past experience using an IT service management tool, especially ServiceNow
Experience working on major incident management life cycle