Oferta de trabajo en Luxemburgo de gestor de servicio de asistencia de TIC/gestora de servicio de asistencia de TIC

The IT Production Team Lead is responsible for overseeing the day-to-day operations of the IT production environment, ensuring the stability, performance, and reliability of all IT production systems, services and business applications. This role involves managing a team of IT production support professionals, coordinating with various stakeholders, and implementing best practices to minimize downtime, improve system performance, and provide excellent support to the business.

Key Responsibilities

Team Leadership and Management

Lead, mentor, and manage a team of IT production support staff.

Set clear goals, monitor performance, and provide regular feedback.

Foster a collaborative and high-performance team culture.

Production Environment Oversight

Ensure the smooth operation of all IT production systems, including applications servers, core business applications, batches, MFPs, ...

Monitor system performance and take proactive measures to prevent incidents.

Manage and prioritize incidents and service requests, ensuring timely resolution.

Implement and enforce standard operating procedures (SOPs) for IT production tasks.

Incident and Problem Management

Oversee the incident management process, ensuring that incidents are resolved within agreed SLAs.

Lead the response to critical incidents, including communication with stakeholders and root cause analysis.

Drive problem management activities to identify and address the root causes of recurring issues.

Continuous Improvement

Identify opportunities to improve the reliability, scalability, and efficiency of the IT environment.

Lead initiatives to automate routine tasks and improve monitoring and alerting systems.

Stay current with industry best practices and emerging technologies.

Stakeholder Communication and Collaboration

Serve as a point of contact between the IT production team and other departments, such as development, and business units.

Provide regular updates to management on system performance, incidents, and ongoing projects.

Ensure that IT production support aligns with business objectives and priorities.

Documentation and Reporting

Ensure that all production systems are well-documented, including architecture, processes, and incident reports.

Prepare and present regular reports on system performance, incidents, and team activities.

Education

Bachelor's degree in Computer Science, Information Technology, or a related field.

Experience

5+ years of experience in IT production support or operations, with at least 2 years in a leadership role.

Technical Skills

Strong understanding of IT production environments, including servers, networks, databases, and applications.

Experience with incident, problem, and change management processes.

Proficiency in monitoring tools (ex: Zabbix), automation scripts, orchestrators (ex: VisualCron), MFPs (ex:GoAnywhere), and ITSM tools.

Leadership Skills

Proven ability to lead and motivate a team.

Strong problem-solving skills and the ability to remain calm under pressure.

Excellent communication and interpersonal skills.