IT Infrastructure Specialist (ITIL) - Antwerp Region, Belgium

IT Infrastructure Specialist (ITIL) - Antwerp Region, Belgium

Non technical Skills:

- Minimum of 5 years of broad IT infrastructure experience in a large global organization is a plus. We are open for young graduates with growth potential.
- Requires in-depth understanding of technology towers such as Server, Network, Application and Database.
- Partners and integrates across other areas of IT.
- Forms productive networks with internal and external business partners.
- Exercises judgment and influence on key technical decision (such as, standards and policies, technical solutions etc).
- Seen by business partners as a key resource to escalate problems.
- The ability to multi-task, work with minimal supervision, and achieve results in a fast-paced environment is required
- ITILv3 Foundations Training is a plus as is experience working on global teams.

Job Descriptions:

The Critical Response Team (CRT) Shift Lead facilitates the resolution of business critical incidents/events through standard ITIL processes. Manage Critical Incident, acquire full understanding of incident, and work towards a fix or workaround to bring up the operations within the staged SLA. The responsibilities include:

- Response to escalation from Service Desk and other part of operations.
- Qualify and identify Incident's Business Impact by engages Business Unit IT (BUIT) or other part of operations;
- Allocates and coordinates technical resources across technology teams to work toward a fix or workaround solution.
- Chair conference calls and Office Communicator sessions to provide leadership and direction to technical teams for quick resolution by coordinating action plans/next steps and reporting on status.
- Following documented Technical and Management Escalation processes to bring up the operations as quickly as possible.
- Communicates Critical Incident progress status though the use of standard tools and processes.
- Provide proper and detailed documentation in the Ticketing tool to enable the Problem Management Team to obtain sufficient information for deep dives.
- Provide complete and detailed information to next shift during Turn Over. Ensure that the next shift is fully equipped with information needed to handle the incident before disengaging. Introducing next shift team member to the technical support teams for proper hand over.
- Supports other ITIL processes necessary to resolve critical incidents ie Knowledge, Problem, Change, Event and Access Management.
- Be part of the team to generate weekly and monthly reports and provide analysis of incidents and identify areas of improvement.
- Be able to identify improvement opportunities is key. Once the idea is approved, implement approved solutions across 3 regions. Schedule sessions with CRT Managers across shifts to obtain approval and buy-in prior to the roll out.
- Participate Extended Turn Over sessions to share knowledge across regions.
- Flexibility in working hours (possible weekends etc) is required to assure optimal service.