Remote Expert in Service Management

Summary

Join a dynamic team at European Dynamics as an Expert in Service Management to offer services based in Luxembourg. The role involves managing service delivery, advising on continuous improvement, and coordinating support teams.

Requirements

• University degree in IT combined with relevant IT professional experience of 9 years
• Experience in Service Management and ITIL Framework
• Experience in end-user assistance or support of information systems
• Excellent knowledge of Relational DBMS, preferably ORACLE and SQL and tools like SQL Developer or TOAD
• Good knowledge of Oracle Application Express (APEX)
• Good Knowledge of wiki and collaborative sites
• Ability to effectively organize an on-call extended support service to react 24x7 to significant incidents
• Excellent command of the English language

Responsibilities

• Manage the day-to-day delivery of the service including management of incidents, issues, problem and changes
• Advise on the continuous improvement of the service delivery and its reporting and the implementation of ITIL processes
• Plan and schedule the testing and deployment of releases
• Define probes and dashboards for end-to-end monitoring and service level reporting
• Coordinate support teams and liaise with project teams to ensure that service agreements (SLAs) and operational level agreements (OLAs) are respected
• Manage and follow-up user requests as well as coordinate with related service desks on issue handling
• Organise the reporting on the tactical and long-term metrics as well as review both tactical and longer-term metrics and handle performance
• Support users (both end users and teams operating systems that integrate with the electronic signature Services), in production and during user acceptance tests
• Train 1st level support teams on common EU Sign user support cases
• Identify problems and suggest workarounds as well as ensure all tasks are performed while respecting personal data protection rules
• Collaborate with DevOps engineers and Cloud engineers wherever relevant (e.g. for troubleshooting, testing, communication)