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Network Infrastructure Operations Manager (M/F)

Network Infrastructure Operations Manager (M/F)

Belgium, Brussels , Brussels-Capital Region

Digital and IT

Global Business Support

ENG00015862 Requisition #

Operating under the managerial authority of Global Business Support (GBS), ENGIE Information and Technologies (ENGIE IT) is ENGIE's information systems nerve centre.
We produce IT services for the Group's Business Units and functional lines in the following areas:
- IT infrastructure: networks, work environment, data centres, security, communication, etc.;
- research, development and application maintenance;
- advice on organising and managing business projects with a strong IT dimension.
ENGIE IT draws on its competencies and expertise to benefit the Group's businesses. We support their transformation by offering competitive services with high added value.
We anticipate market developments and ENGIE's digital challenges, tailor our offer accordingly and act as an IT innovation incubator for the Group's businesses.

In connection with the implementation of the industrial plan to develop shared service centres (SSCs) in France and Belgium, ENGIE IT SSC is looking for a:

Network Infrastructure Operations Manager (m/f)

One of the business activities of Business Support Information Systems

Position based in Brussels (Belgium)

Job description

Purpose
The Infrastructure Operations Manager and Contact Person is responsible for the smooth running and day-to-day management of the services of which he/she is in charge, in accordance with the schedules and expected quality. As a contact person, he/she also acts as a liaison between DCN management and the local operations team.
Interactions
The Infrastructure Operations Manager and Contact Person is under the hierarchical authority of the Head of the Service Line and the functional authority of the DCN Operations Service Manager.
Within ENGIE IT, the Infrastructure Operations Manager and Contact Person interacts with:
- Project managers and project management support officers
- Technical architects
- Process managers
- The operational team (e.g. operational managers, application managers, application officers, support technicians and IS experts)
Outside of ENGIE IT, the Infrastructure Operations Manager and Contact Person interacts with:
- Service providers
- Customers
Main activities
Maintaining the service's operability
- Acting as the operational liaison between DCN management and the local operational team
- Performing or arranging the performance of day-to-day operations necessary for the smooth running of the services of which he/she is in charge in accordance with the procedures, SLAs/OLAs and costs per work unit
- Participating in or ensuring appropriate participation in the CAB
- Helping to detect incidents, making assessments, implementing level-one solutions and/or escalating to the next level
- Feeding information into the incident database
- Being responsible for the tools specific to his/her services: optimising the use of the tools and checking that they are working well
- Updating and maintaining the database of assets in production or in stock and monitoring the obsolescence of hardware and software
- Validating environment tests before transferring to RUN (test follow-up)
- Applying and enforcing the application of operational processes (e.g. business continuity plan, capacity, monitoring of operation quality)
- Implementing the IS security policy across the board in connection with the management of his/her activity
- Implementing the operational design (detailed architecture file and detailed design specifications) of his/her services
- Helping to maintain the operationality (MCO) of the DCN infrastructure solutions under his/her responsibility
- Ensuring that services run smoothly when installing or moving IT resources to a new site.
Managing systems and documentation
- Updating technical documentation
- Providing descriptions of the service and SLAs/OLAs for the various documents (service agreement, service catalogue, marketing and sales support material)
- Optimising and administering or arranging the administration of databases for IT systems and equipment in the production centre
Performance indicators:
- Rate of incidents handled in the required timeframe
- Rate of requests handled in the required timeframe
- Rate of changes made in the required timeframe
- Service availability rate
Level
Differentiation criteria

3

Highly technological or complex service
Significant autonomy: proposes changes to infrastructure management procedures with a view to continuously improving the quality of the service
Has in-depth knowledge of technical infrastructure related to his/her extensive experience

2

Customised service or level-two problem-solving
Significant autonomy: proposes changes to infrastructure management procedures with a view to continuously improving the quality of the service
Has sufficient knowledge of technical infrastructure so as to prioritise activities related to the day-to-day management of the infrastructure for which he/she is responsible

1

Non-complex service: unchanging, standardised and/or not technologically complex
Relative autonomy: defines the work method in connection with the reference procedures for infrastructure management
Begins the role at entry level; to develop through experience

Required competencies

Levels:
* 3: High
* 2: Average
* 1: Optional

Cross-functional skills

Min. level required

Reporting ability

3

Familiarity with knowledge management

2

Knowledge of processes

3

Service-minded

2

Knowledge of reporting techniques

3

Behavioural skills

Min. level required

Leadership

3

Dynamism

3

Pragmatism

2

Reliability/discipline

3

Team spirit

3

Stress resistance

2

Questioning attitude

2

Technical skills

Min. level required

Familiarity with service contracts

1

Familiarity with IT Security

2

Further information about the role

* Position based in Brussels, Belgium
* Fluent English essential
* Fluent Dutch essential

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Network Infrastructure Operations Manager (M/F)

ENGIE, Brussels
Employment type: 
Permanent, Contract
Career level: 
Manager