Technical Problem Manager

About Umicore

Reducing harmful vehicle emissions. Giving new life to used metals. Powering the cars of the future. As a global materials and technology group, we apply our specialist knowledge to offer materials and solutions that are essential to everyday life. We aim to be a clear world leader in materials for clean mobility and recycling and have turned our sustainability approach into an even greater competitive advantage. With ambitions like this, imagine what you could do?

About our support services (Information Systems) 

Umicore’s commitment to creating a sustainable future relies on innovation in all areas of business. As we keep pushing our boundaries and strive to set new industry standards, embracing advanced technologies has never been more essential. Digital technologies are constantly evolving and present new opportunities for us.

As next generation corporate IT department, we design & deliver the digital foundation that powers the business in their ambitions.

Our Cloud Center of Excellence

Since 3 years we kickstarted our cloud expertise center to embrace all benefits and innovation that come with cloud technology. With a clear cloud first technology strategy we do have a significant increasing footprint and so thus the team. Together with internal as well as consultants, our team has grown exponentially from 3 colleagues at the start to 18 in less than 3 years.

To be able to grow even further, we are looking for a strong and enthusiastic team member, fascinated by (cloud) technology.

Your role in the team

The purpose of this job is to manage major incidents, coordinate resolver groups, draft RCA documents, and proactively address recurring or persistent problems within the IT environment (infrastructure focus).

The strategic focus of this job is to ensure operational stability, efficiently manage major incidents, coordinate with resolver groups, and proactively address recurring/intermittent/persistent problems within the IT environment. In the first three years of this role, the objective would be to establish robust major incident management processes, reduce mean time to resolution for major incidents, and drive continuous improvement in problem management to enhance overall IT service reliability. 

 As an IT Major Incident and Problem Manager, you will play a critical role in ensuring the stability and reliability of our organization’s IT services. You’ll be responsible for managing the entire lifecycle of major incidents, coordinating with resolver groups, and driving the resolution process. Additionally, you’ll proactively identify recurring problems and work collaboratively to implement effective solutions.

Responsibilities:

1.     Major incident Management:

o   Oversee the major incident management process, ensuring timely and efficient resolution of major incidents.

o   You take up this role during business hours, and others take over the role outside business hours.

o   Respond promptly to reported service interruptions, identify root causes, and initiate incident management procedures.

o   Prioritize incidents based on urgency and impact on business operations.

o   Collaborate with cross-functional teams to restore services to normal operation swiftly.

2.     Communication and Coordination:

o   Organize communication channels during major incidents, keeping stakeholders informed about progress and resolution efforts.

o   Coordinate with resolver groups, ensuring seamless collaboration and efficient incident resolution.

o   Escalate risks and issues to relevant process owners promptly.

3.     Root Cause Analysis (RCA):

o   Draft comprehensive RCA documents for major incidents, analyzing contributing factors and proposing preventive measures.

o   Facilitate post-incident reviews to identify areas for improvement and prevent recurrence.

4.     Problem Management:

o   Proactively identify persistent or recurring problems within the IT environment.

o   Collaborate with technical teams to investigate underlying causes and design effective solutions.

o   Implement corrective actions to prevent future incidents.

5.     Process Optimization:

o   Continuously evaluate and adjust incident management processes to enhance effectiveness.

o   Ensure compliance with incident management protocols, including handling cybersecurity threats and server failures.

6.     Reporting and Documentation:

o   Maintain detailed incident logs, tracking resolution progress and identifying patterns.

o   Communicate major system issues and the status on unresolved problems to upper management, providing clear and concise updates.

Who we are looking for: 

• Work experience with CI/CD pipeline, Azure CLI, PowerShell, Terraform and ARM Templates
• You experience with all kind of PAAS(/IAAS) services, have a perfect understanding of Azure Networking & Identity Management.
• Understanding of Azure DevOps configuration and management.
• You have a good overall knowledge of Infrastructure, platforms, networks and security
• Knowledge of .Net is a plus
• Knowledge and experience with containerization & Kubernetes is a plus

 To match our team, we hope you bring: 

• You hold a bachelor applied IT or master in information technology or computer science
• You are passionate about IT cloud computing and keep up to date with the newest evolutions
• Analytical mind with a problem-solving attitude
• You are fluent in English and preferably Dutch as well.
• You have a mature, assertive and dynamic personality, with excellent interpersonal skills
• You are detail oriented, organized, self-motivated, and self-sufficient
• You have strong business writing and verbal communication skills
• You have experience working with integrated teams requiring collaboration and customer relationship
• You will be based in Hoboken

 What we offer

We aim to lead the way. Not just for our customers, but for our employees too. That is why we strive to create a collaborative environment in which we can all succeed, and a culture through which we can all share ideas, develop our expertise and advance our careers. We engage in building an inclusive work culture that offers equal opportunities for all employees irrespective of their diverse backgrounds. As you would expect from a world-leading organization, we will also reward your contribution with a competitive salary and benefits. With all this and more, imagine what you could do?
 

If our pioneering approach can make us a leader in sustainability, IMAGINE WHAT YOU COULD DO?