About this role
Part of the Group Service Centre IT Crews, and serving at least 3 key transversal IT Programs (Centre of Competence Database, Enterprise Service Bus and Cloud) you will work in an international context on the monitoring and maintenance in operational conditions of the cloud automation platforms, resources, middleware, data flow and other IT Infrastructure and IT Applications
Your role is distributed in the below areas:
Responsible to monitor and process events (including both IT Application and IT Infrastructure) in a time-bound manner. According to pre-defined instructions, create incident ticket when alert is persistent or problem ticket if alert is flapping.Contact (trigger) and acknowledge intervention of experts, competent services or on-call, based on the escalation matrix defined for specific eventTracking the ticket created for escalated event, and close specific alert event upon resolutionChart analysis (trends) from monitoring tool to be proactive on alerting.Be involved in continuous improvement of the process, practices and tooling of you team, for instance thanks to periodic review of metrics, KPIs, SOPs with stakeholders such as respective IT Service Owners, in order to improve reactivity and coverage.To achieve this, you will:
Have the monitoring tools right in front of you during your working hours.Work using ticketing tool (e.g. ServiceNow or equivalent), to create or redirect incident to the proper domain of expertise.Classify incident and problem tickets.Qualify tickets: priority (thanks to impact, risk, escalation...)Inform customer based on contact information present on our CMDBCommunicate with customers for additional information, priority question or feedbacks.Work with incident Managers and Service Delivery Managers.Be part of a non-stop team (24 Hours x 7 Days x 365) with members in different countries with a need to handover between regions and support during the unavailability of different region. Personal Skills:
Very reactive and dynamic (we are managing IT Incidents).Strong customer oriented.Global company experience.Experienced working globally for multinational teams.Communication and team player abilitySystems Thinking - the ability to see how parts interact with the whole (big-picture thinking).Proven experience of acting in IT infrastructure/operations/project teams.Any ITSM ticketing tool usage experience.Initial Education Background:
Computer Science or Information System Management.
Bachelor’s degree preferred.
English (fluent) required - read/write/speak
Type and duration of previous experience:
Ideally having IT background education such as Computer Science or Information System Management with minimum 1 year to 3 year of experience in monitoring, support for IT Infrastructure, Database or IT Applications.
Technical knowledge:
Monitoring tool usageTicketing tool usageSystem analysis and alerts to identify potential issues. We support your development! Do you feel you don’t match 100% of the requirements? Don’t hesitate to apply anyway! Eurofins companies are committed to supporting your career development.
We embrace diversity! As an Equal Opportunity Employer, the Eurofins network of companies believes in strength and innovation through diversity. We prohibit discrimination against employees or applications based on gender identity and/or expression, race, nationality, age, religion, sexual orientation, disability, and everything else that makes employees of Eurofins companies unique.
Sustainability matters to us! We are well on our way to achieving our objective of carbon neutrality by 2025, through a combination of emission reduction and compensation initiatives. We encourage our laboratory leaders to make sustainable changes at their local level, and in addition to their initiatives we count on our dedicated carbon reduction team to help us to achieve this goal!