Globality
Luxembourg
Responsibilities
In this position you will directly report to the Head of IT and will be in charge of:
- The implemention of ITIL (incident, problem, change, release, configuration, knowledge management, service level management);
- Managing the application support & development team (internal and external) to troubleshoot and resolve production support issues and achieve project deliverables. This will include prioritisation of incidents, change requests, creation of standard operation procedures and resource management;
- The development of an Application Service Level Agreement and ensuring the overall application services meet or exceed this Application Service Level Agreement;
- Users role profile management;
- Working with third party vendors to manage ongoing enhancements and release upgrades of the core applications;
- Collaborate with the IT Infrastructure service lead as applicable in order to enhance IT service management;
- Providing coaching and feedback to team members on service quality to customers, communication and technical skills in order to improve the quality of application services.
Profile
- You hold a university degree (or equivalent) in computer management science and have already gathered at least five years of experience in IT Application Service Management;
- Preferably, you already gained experience in the Insurance industry and are familiar with leading a multicultural team;
- The position requires a good knowledge of ITIL practices. ITIL certification is regarded an asset;
- You have strong troubleshooting and diagnostic skills to solve problems and have the capability to prioritize support services tasks and work under pressure;
- Next to strong communication skills, the position requires an excellent command of English. Additional language skills will be regarded an asset;
- You have a proven record of managing resources in order to deliver results in line with Service Level Agreements;
- Furthermore, a good functional and technical knowledge in SQL, middleware (ex:Biztalk), insurance applications (ex: INSIS) will be required;
- You are service orientated, have positive mindset and are familiar with working on different projects simultaneously while respecting deadlines.