Introduction / Context:
In the context of the Digital Europe Programme project, the European Commission is searching for an experienced service lead for support and operations.
Responsibilities:
• You will lead the day-to-day management of all IT processes focusing in Incident Management including co-ordination of fix activities.
• You will prepare the technical training material for users with the help of technical teams
• Work with operations and engineering team to ensure 24x7 availability of service offerings.
• You will organize and facilitate IT Incident meetings and assist, where necessary, with Business incident meetings.
• You will assist in the delivery of service management reporting.
• You will aid in the response to service impacting incidents, with the managing and organizing of resolver groups, incident meetings and ensuring appropriate updates and actions are communicated to key individuals and real time updates recorded in the ticket logging system.
• You will conduct trend analysis of incident data providing reports on “hot issues” to relevant groups.
• You will facilitate and co-ordinate Problem Management root cause activities on incidents where required, tracking actions, owners and deadlines.
• You will assess key IT projects / initiatives to identify possible impacts on the business, and communicate accordingly to ensure there is awareness of upcoming changes and their implications.
• You will create and maintain documents (E.g., Incident reports and Root Cause Analysis documents, user guides,etc.).
• You will assist in the development and implementation of new IT Service Management processes and procedures where applicable.
• You will initiate and manage bridge calls, post incident reviews, root cause meetings and business and customer service reviews where appropriate.
• Management of Service Desk team with daily tasks - incoming emails, user creations, password resets where required.
• You will create and maintain items to the known errors database to aid the Problem Process.
• You will participate in process improvement initiatives to help the team work more efficiently and effectively
Profile:
• Bachelors or Master’s degree.
• Very good technical writing skills, experience in preparing reports, technical guides, and training material for users.
• Team-centric mentality – comfortable working in a highly talented and dynamic team.
• Ability to manage multiple, varied activities.
• You will have demonstrable experience in IT Service Delivery, including Incident, Problem and Change processes.
• Good interpersonal and relationship building skills, with the confidence and ability to influence others.
• You will have the ability to adapt to and inspire change, and to prioritize in a crisis
• You will possess strong verbal and written communication skills, alongside developed organizational and planning abilities.
• At least 5 years of relevant experience.
• If you have an ITIL qualification (including Foundation level) in Incident, Problem, Change or Release Management (intermediate or practitioner level) we would love to talk to you.