Project Manager in Bruxelles (Belgium)

Where: Bruxelles (Belgium)

Extent of Work: Full Time

Click here to apply in English

Real time Event Management / Incident management:

 

The Production Analyst must ensure in real time the quality of the Worldline production:

 

  • Have the Global overview of the production:
  • Overview of all real time events
  • Overview of all planned changes
  • Concentrate of information coming from all Worldline production sites and coordination them when needed.
  • Ensure that all alerts are taken into account in accordance with the SLA.
  • have the overall knowledge of the major services delivered to our customers, including the SLAs and the related architectures.
  • Ensure that the relevant documentation exists for each major service.
  • Create and maintain any non-existing documentation needed

 

He/she validates and publish a global production report including any incident with customer impact

 

To continuously improve the quality of the production (CSI), He/she gives input to the related Second Line Support.

 

In case of suspicion of major incident :

  • He/she evaluates the potential impact in accordance with SLA
  • He/she communicates to the WL management, to the Service Delivery Managers and the Business Units
  • He/she starts and animates the Crisis meeting
  • He/she coordinates all the actors until full resolution : He/she ensures that all actions are under control, he escalates in case of loss of time or lack of resources
  • He/she prepares the “Major Incident Report” in coordination with the Incident Manager

 

Change management:

 

Considering the ongoing real time events, He/she gives the authorization to apply the changes approved by the CAB

 

 

Risk Management/ Problem Management:

 

The Production Analyst reports any risk identified during the real time event management :

  • He/she gives inputs to the PS Risk Manager and/or Problem Manager
  • He/she proposes improvement action plan

 

Skills

 

  • About 10 years’ experience in production support and operation or service delivery management.
  • Has proven leadership skills.
  • Has excellent coordination and communication skill, business fluent English.
  • Ability to prioritize, structure.
  • Ability to perform under stress.
  • Good analytical skills and solution driven.
  • Critical thinking and problem solving skills.
  • Pragmatic but at the same time process minded.
  • Time keeper skills.
  • Possesses a thorough understanding of the business, the applications & IT infrastructure, ITIL process landscape.
  • Good and widespread technical background.
  • High initiative, decisiveness, customer orientation goal-oriented and assertive behavior.
  • Flexibility to be called 24/7 and to work in shifts

 

Language:

  • Fluent English is mandatory,
  • French, Dutch, German, Italian or Spanish are a plus.

 

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