Service Maintenance & Operations (SMO) Lead

Start Date: As soon as possible

End Date: To be determined

Location: Antwerpen

Responsibilities:

• Oversee Service Request Management, Event Management, and Incident Management, ensuring compliance with service level agreements and targets.
• Review, correlate, and action all events, ensuring follow-up actions are documented as Incidents or Requests.
• Collaborate with the Problem Reliability Engineer to monitor critical items and address capacity issues.
• Ensure quality service in fulfilling service requests, monitoring support activities, and reviewing support teams’ queues.
• Act as an escalation point for business and vendor partners to address service quality or agreement issues.
• Manage non-major incidents and ensure rapid service restoration, escalating major incidents as necessary.
• Ensure vendor performance aligns with best practices and industry standards.
• Flag recurring and significant incidents for problem ticket creation to prevent future incidents.
• Maintain on-call schedules in IRIS for non-24x7 support teams.
• Ensure application access requirements and controls are maintained.
• Verify and communicate necessary application support knowledge, ensuring adherence to Knowledge Management best practices.
• Review and retire knowledge articles as appropriate throughout the application lifecycle.
• Monitor and assess activities for continuous service improvement, identifying opportunities to enhance performance and reduce ticket volume.
• Employ automation to reduce costs and improve performance.

Qualifications and Experience:

• Advanced knowledge of Excel and data analytics.
• Proficiency in Service Now (IRIS), Tableau, PowerBI, and Data Lake.
• Strong stakeholder and vendor management skills.
• Excellent planning and organizational skills.
• Ability to oversee trends, deviations, and baselines holistically.

Desired Skills:

• Experience in managing service operations and ensuring compliance with SLAs.
• Strong problem-solving skills and ability to work collaboratively with engineering teams.
• Proficiency in managing application security and knowledge management.

Language Proficiency:

English proficiency is required.