IT Operations Specialist – Sales, MRO & Training

• Secure the daily 'IT Run' operations: supervision of incidents, steering of technical support (Level 2/3), and coordination of resolutions
• Manage actions for mitigation in case of non- fulfillment in agreement with the product manager
• Act as the primary point of contact for our managed service providers: steering operations, validating changes (Change Management), and monitoring interventions
• Guarantee compliance with Service Level Agreements (SLAs) regarding business stakeholders
• Manage the technical lifecycle of products: monitoring obsolescence (OS, Middleware, DB) and managing version upgrades
• Manage and keep up-to-date security certificates and service accounts
• Participate in database optimization operations and routine server administration
• Help the application owner to audit the current organization, identify bottlenecks, and propose continuous improvement plans
• Implement and monitor Performance KPIs: MTTR (Mean Time To Recovery), SLA compliance, incident volume, platform availability
• Ability to foresee technical challenges and proactively propose solutions
• Lead follow-up committees (internal and external) and produce activity reporting
• Ensure constant updating of technical and architecture documentation
• Maintain the Knowledge Base to facilitate autonomy for Level 1/Level 2 support
• Keep product repositories (CMDB) and service contracts up to date

• Significant experience (3 to 5 years minimum) in a similar position (Ops, Production Engineer, Technical Service Delivery Manager)
• Expertise in ServiceNow (Incident management, Change management, CMDB)
• Basic knowledge of administration of Windows or other OS Server, understanding of virtualized environments
• Ability to manage routine database operations and optimization (SQL Server or equivalent)
• Broad knowledge of infrastructure concepts (Active Directory, Load balancing F5, Firewall rule management)
• Mastery of the Atlassian suite (JIRA, Confluence) for project management and documentation
• Excellent communication skills, both written and verbal
• Ability to work under pressure and manage multiple topics simultaneously
• Rigorous, autonomous, good team spirit and customer orientation
• Advanced level in English
• ITIL certification is a plus

French language would be a plus

• Vacation days plus additional days-off along the year (Apróx. 35 days per year in total)
• Attractive salary
• Hybrid model of working
• Collective transport service subject to working calendar/home location
• Life insurance
• Health insurance
• Employee stock options
• Retirement plan
• Study grants
• On-site facilities (among others): free canteen, kindergarten, medical office
• Possibility to collaborate in different social and corporate social responsibility initiatives
• Excellent upskilling opportunities and great development prospects in a multicultural environment
• Option to access special rates in products & benefits