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IT Infra OPS Incidenta and Problem Manager

Vacancy code: IMVB

Our customer is an international logistics service provider and port operator. Founded in 1854 and headquartered in Belgium, our customer is present in 40 countries on five continents and employs over 18,000 staff worldwide. The company focuses on 10 main industries, including supply chain engineering, process engineering, petrochemicals, specialty chemicals, consumer goods and industry, port operations, general cargo and commodities, food and feed, silo cleaning, and art.

To assure continuity of our IT support team in Moldova, we are looking for:
IT Infra OPS Incident And Problem Manager

Job Description:
  • The Incident & Problem Manager is accountable for managing both the major incident process for Urgent and High business impacting incidents and the subsequent Problem Management activities to ensure structural improvement actions are taken. You will take charge of Major Incidents with urgency, involve appropriate technical IT teams to resolve, document Root Cause and corrective actions, identify structural Problems, and communicate effectively to both IT stakeholders and our clients.
  • The Incident & Problem Manager is part of an IT Operations team comprised primarily of IT Infrastructure support engineers and reports to the IT Operations Team Leader. Your key challenge is to help us strengthen our IT service management capabilities and contribute to long term Incident reduction by effective identification and handling of structural IT problems.

Primary duties and responsibilities:
  • Take ownership of our clients Major IT Incidents with a sense of urgency and professionalism and drive them to resolution.
  • Engage and coordinate with IT technical teams of various competencies; IT Infrastructure, Software, Security, Cloud, DevOps.
  • Communicate effectively with both technical teams, IT management and our clients/business.
  • Translate re-occuring issues into problems and pursue appropriate structural solutions with technical teams.
  • Be part of our Incident Management team which ensures a 24/7 ‘out of local business hours’ coverage for Major Incidents for our global customers.
  • Escalate critical issues timely and accurately to Teamleads and IT management.
  • Leverage relevant experience to optimize our IT service management, a pragmatic implementation of ITIL principles and processes.
  • Contribute to procedures and policies within the IT department.
  • Perform Major Incident reviews, identify trends and contribute to service reporting.

  • University degree (in computer science) or have an established background in IT.
  • Express yourself fluently in both spoken and written English.
  • Strong, mature communicative skills: ability to translate an agenda into effective communication, ability to adjust communication style to fit your audience.
  • Previous experience in IT user-support, IT service management and Incident/Problem management are a significant plus.
  • Knowledge of and pervious experience with various IT technologies and architectures enables effective communication with your Engineering colleagues.
  • Motivation, discipline and flexibility are your key characteristics.
  • Willing to work in shifts and perform on call duty, as part of a larger Operations team.
  • Have at minimum foundational knowledge of ITIL V.x, IT Service Management.

We offer:
  • A Challenging job role with a diverse scope. A future in a fast growing, dynamic and international company with a friendly and down-to-earth corporate culture. An organization where people make the differences for themselves, their colleagues, the customer and the company.
  • A highly competitive salary with opportunity to grow in line with evolving expertise and individual contribution.
  • Opportunity to work from home.
  • Conferences, coaching, courses and trainings, both internal and external.
  • Working in a truly international environment with international clients. Opportunity for international business travel.
  • Becoming part of a close-knit team. Team building activities with an exceptional group of people.

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