Job Description

Provide the first line of technical support regarding the IT/OT infrastructure and applicational portfolio on a 24/7 basis and as part of the Control Room competences. Be the focal point for escalating P1 and P2 incidents with the respective team member as part of the escalation matrix. Ensure smooth operational execution from an IT/OT perspective.

Key responsibilities: .Clear registration of requests and incidents according to the IT Service Management processes in place. .Follow-up on P1 and P2 incidents with the respective supporting teams either internal or external (i.e. vendors and suppliers) .Promptly escalation of incidents. .Provide clear feedback and communication on past and ongoing incidents. .Ensuring a proper communication flow inside the Control Room. .Ensuring the SLA in place are respected. .WOW related activities results within its function. .Documenting updates on SOP/WI and workarounds Required skills:

.Strong written and oral communication skills .Ability to communicate with different stakeholders .Good prioritization and time management skills .Strong problem-solving skills and analytical skills .Alignment with our values .International mindset and inclusive behaviour .Ambition and drive to excel together with others .Works well under pressure and able to focus on details .High level of integrity and able to collaborate effectively in a dynamic environment .Knowledge of IT/OT infrastructure services such as Network, Virtualization, Database, Operating Systems and Application & Software development .Service oriented and costumer focused with clear understanding of IT/OT functions on semi and fully automated terminals

IT Process Controller

R60284