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Governance & Incident Technician

Población:  Prat de Llobregat (Barcelona)
AdCode:  17281

In a fast changing world, it takes pioneering spirit to create trustworthy technology. We enable secure connectivity and payment solutions for billions of people around the globe. At G+D Mobile Security, you will play a key role in realizing the digital transformation.

The L2 NOC Governance & Incident Manager position englobes organization, coordination and management of spotted processes within NOC. L2 NOC Governance engineer shall lead Change Management, User Access Management, Problem Management, Incident management  and documentation implementation for the team, as well as actively monitor incoming customer concerns and requests.

 

Objectives:

  • Handling service requests, change, incident and problem management
  • Completeness and accuracy of ticket data and documentation
  • Train and support First Level Support Engineers
  • Incident and problem resolution
  • Follow Professional Services process landscape and compliance requirements
  • Take accountability and responsibility towards assigned process roles
  • Time objective: Spend of budgeted time on planned tasks
  • G+D values

Responsabilities:

  • Change Management. Coordination of maintenance window process, communication, leader of complex activities organization. Design and maintenance of templates, processes, improvement proposals, participation to Global CAB.
  • Change Management. Coordination of maintenance window process, communication, leader of complex activities organization. Design and maintenance of templates, processes, improvement proposals, participation to Global CAB.
  • User Management. Process owner in NOC for ePortal user management, maintenance of the documentation, enhancement and correction of issues & gaps.
  • Problem Management. Owner of Root Cause Analysis reports compiled with collaboration of support enginees. Escalation point and process appliance.
  • Documentation. Maintain and improve documentation available for L1 NOC, build work instructions following ITIL best principles, training and coaching.
  • Service Now key user. Single point of contact for the team as Key user of the ServiceNow tool. Responsible to report the defects and enhancements of the tool based on ticketing handling and customer experience. Attending monthly meetings to discuss the outstanding items, communication of new features to the team, support during testing phase and process definition to the Service Excellence team.
  • Support to meet SLA targets and service operations KPIs
  • Provide support to First Level Support Engineers in solving incidents and problems, and for investigating elevated issues by confirming the validity of the problem and seeking for known solutions related to these more complex issues
  • Awareness of new platform and services or solutions and handover to First Level Support Engineers
  • Perform regular documentation of service operations activities and ensure knowledge sharing within Professional Services
  • Maintain CMDB and knowledge base in accordance with processes and tools provided
  • Inform Head NOC and Global Resource Coordinator when unplanned work will impact planned work
  • Manage time in accordance with planned and assigned activities to ensure accuracy and quality in planning
  • Follow Professional Services global policies, procedures and tools
  • Meet compliance and information security requirements in service operations
  • Evaluate, improve and add applicable work instructions
  • Emergency Incident Role (Incident Management):
      • Train colleagues on processes and best practices, to improve quality of handling Emergency Incident situations
      • Suggest improvements on monitoring and detection tools / metrics
      • Schedule and organize unannounced Dry-Runs and Simulations
      • Document procedure and maintain documentation.
      • Identify recurring situations and apply improvements for better handling. (such as Incident Templates)
      • Have an on-call schedule for escalations outside business hours
    • Actions DURING Emergency Incidents:
      • Point of contact for all major incidents (first stage of escalation)
      • Setting up and leading Emergency Internal Bridge with all stakeholders
      • Coordinate all people involved on the resolution of the Emergency Incident
      • Assess if the situation needs to be considered as Emergency Incident
      • Analyze if there is an ongoing or recent related Change that could be the cause of the issue at hand.
      • Drive internal alignment for quick response from all teams to ensure requirements for fast ticket creation
      • Coordination of investigation of real customer impact (Impact Assessment)
      • Request Emergency Change (when needed)
      • Ensure quality of ticket and communication contents, as well as of timely customer-facing communications
      • Keep track of possible SLA breaches
      • Escalate when needed
      • Follow up until service Restoration and guide teams on post actions needed
      • Gather chronology of events during Incident
    • Actions needed following up or AFTER an Emergency Incident
      • Problem Management
      • Attending to Follow-up Lessons Learnt sessions
      • Collaborate with creation of RCA and Problem Report
      • Based on past experiences, apply improvements to procedure
      • Report possible issues or bugs  experienced with tools
      • Report and Escalate gaps identified during handling of Emergency Incident
      • Manage customer satisfaction surveys
      • Participate on DR/Business continuity planning/process
  • Identify and address day-to-day continuous improvement activities towards Regional Service Quality Manager and/or supervisor for further actions, related to tools, procedures and compliance fulfilment for service operations
  • Timely and accurate time reporting

General knowledge and skills:

  • Knowledge of relevant market technologies in secure environments
  • Service specific knowledge related to payment, telecommunication and/or OEM solutions
  • Knowledge of ITIL processes and Service Management
  • Basic understanding of software development processes
  • Ability to work accurate under pressure
  • Very organized, quality conscious and attention to detail
  • Analytical thinking and problem-solving mentality
  • Solution-oriented mindset
  • Being an excellent team player
  • Drive for self-learning and improvement
  • Ability to adapt to changes
  • Ability to follow given processes, procedures and work instructions
  • Excellent verbal and written communications skills, listening and teamwork skills
  • Fluent written and spoken English

Additional knowledge and skills for senior position:

  • Minimum of 3 years of experience in similar position
  • Project Management skills
  • Software development experience
  • ITIL v3 foundation certification

General education and experience:

  • Knowledge of ITIL processes and Service Management
  • Basic understanding of software development processes
  • Capacity to work under stress or in Emergency situations
  • Very organized, quality conscious and attention to detail
  • Analytical thinking and problem-solving mentality
  • Solution-oriented mindset
  • Being an excellent team player
  • Drive for self-learning and improvement
  • Ability to adapt to changes
  • Ability to follow given processes, procedures and work instructions
  • Excellent verbal and written communications skills, listening and teamwork skills
  • Fluent written and spoken English

What’s great about working with us:

  • Culture: Join a friendly team with different nationalities.
  • Open working space with Best-in-class equipment: High performance PC with hugh monitors.
  • Office timetable: M-Th 8.30 – 17.30 and Fri 8.30 – 15.30 (with flexible hours on demand).
  • Social benefits: Continuous training and coaching, private medical insurance, transport ticket, in-house parking.
  • Own canteen: take a break with our breakfast and lunch service: chose between a wild range of menus, salad desk and sandwiches service. Nicely prices!
  • You will be in a talented team: Everyone has a voice to give new ideas and improvements, feel involved on the project.
  • Location: El Prat de Llobregat. Easy communication by public transport o private transport.

$$  $$ HR Team Spain $$ seleccion.gdi@gi-de.com $$ $$ $$ https://career5.successfactors.eu/career?company=gieseckede&career_job_req_id=17281&career_ns=job_application

We are looking forward to receiving your application!

Giesecke+Devrient Mobile Security Iberia
C/ 114 nº 27, Polígon Pratenc
www.gi-de.com/careers
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