Monitoring Specialist

Summary

Join Eurofins Scientific as a remote Cloud Automation Platform Monitoring and Maintenance Specialist based anywhere in Romania. You will be part of the Group Service Centre IT Crews, supporting key IT programs. Your responsibilities include monitoring and processing IT application and infrastructure events, creating incident and problem tickets, escalating issues to experts, and analyzing monitoring data. You will also contribute to process improvements and collaborate with various teams. Eurofins offers a competitive salary, bonus, benefits, training, and a dynamic work environment. The role requires a Bachelor's degree in computer science or information systems, 2+ years of relevant experience, strong customer focus, and global team experience.

Requirements

• Bachelor’s degree in computer science or information system management
• Experience with Monitoring tool usage; Ticketing tool usage; System analysis and alerts to identify potential issues
• Minimum 2 years of experience in monitoring, support for IT Infrastructure, Database or IT Applications
• 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 ability
• Systems 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

Responsibilities

• 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 event
• Tracking the ticket created for escalated event, and close specific alert event upon resolution
• Chart 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
• 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 CMDB
• Communicate 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

Benefits

• A competitive salary package , including bonus and benefits
• Extensive on-the-job coaching and training opportunities
• Challenges within a multi-cultural and cross-regional team as part of the international and fast-growing Eurofins organization
• A dynamic working environment with a good team spirit where personal development and growth are highly encouraged
• Additional Performance Bonus up to 1 Month Salary per year
• Meal Vouchers
• Gym Reimbursement
• Medical Subscription
• Health Insurance
• 25 days of holidays + 1 extra day off for your birthday
• Additional holidays for your loyalty
• Remote work activity in Romania