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Incident coach

Company Description

Rejoignez une société de conseil et de services du numérique en fort développement : onepoint est devenu en moins de 15 ans l’un des acteurs majeurs de la transformation numérique, qui compte près de 2000 salariés. Notre métier est autant de penser le changement que de le conduire grâce à des outils adaptés et l’agilité d’une entreprise innovante : onepoint est un accélérateur de croissance pour toute l’économie.

Onepoint est devenu un groupe international, présent dans toute l’Europe du Nord-Ouest, au Canada, aux Etats-Unis, en Australie, en Tunisie et en Chine.

Job Description

You will be working in the “Core Device Engineering & Support” squad within the “Infrastructure and Collaboration Services (ICS)” tribe.

Within this team, following activities are performed

•2nd and 3rd line support for OS-related incidents on Windows 7 and Windows 10 workstations

•technical integration of group solutions into the infrastructure and technical integration of collaboration & productivity tools

•interface with the Group (supplier of group workstation)

The squad also provides architecture design, engineering & 2nd line support (including on call) on:

•Citrix Infrastructure

•Virtual workstations

•Remote desktop

•Wintel server

•Printing solutions

To help the squad cope with an operational overload of support tasks (mainly L2-L3 support requests in the before mentioned domains; via IM tools/ e-mail/ visits at desks/ skype/ telephone/ …) we will put the squad in a taskforce modus. The whole squad will focus on solving these operational tasks, think pro-active (preventing them in the future), t-shaping (so colleagues can help, when another is absent), … .

The mission of this new colleague would be one where he can coach and help the squad to reach this target. We are looking for someone that can help us structure the squad to better cope with current & future workload in the support area: by installing/ fine-tuning metrics (KPI), embedding the right mindset, installing lean principles, organizing trend-analysis, … .

For this to become a success this new colleague should have a very pragmatic approach and experience.

Important : we are not looking for a pure technical person (the solver) – the emphasis lies on the coaching role & mindset.

Qualifications

The mission of this new colleague would be one where he can coach and help the squad to reach this target. We are looking for someone that can help us structure the squad to better cope with current & future workload in the support area: by installing/ fine-tuning metrics (KPI), embedding the right mindset, installing lean principles, organizing trend-analysis, … .

For this to become a success this new colleague should have a very pragmatic approach and experience.

Important : we are not looking for a pure technical person (the solver) – the emphasis lies on the coaching role & mindset.

Education

Master degree or equivalent by experience

Certification

At least ITIL Foundations or equivalent by experience

LEAN, coaching

Languages
Requirement

Fluent in Dutch and French. This is key : to operate and coach the squad language can’t be a blocking point.

Good level in English.

Required knowledge / Experience

Experience

5 years in a similar function in an enterprise environment

Technical Experience

Strong experience in incident management

Knowing ITIL processes (mainly incident, change, problem, request)

Experience in large enterprise

Lean/ process optimization

Problem solver mindset

Optional: Support experience on Windows Servers/ Workstation

Soft skills

Team player

Quick self-starter, pro-active attitude

Excellent communication, coaching and influencing skills

Good analytical and synthesis skills

Autonomy, commitment and perseverance

Ability to work in a dynamic and multi-cultural environment

Incident coach

GROUPE ONEPOINT, Brussels
Categories: 
Process Engineer, Design Engineer, Technical Consultant, Engineer
Degree Level: 
Master
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