IT Infrastructure Process Engineer

Position and Objectives :

The major incident crew member plays a critical frontline role in supporting and guiding Local Incident Managers in the execution of the Global Major Incident Management (MIM) process. Operating under the governance of the Global Major Incident Manager this role is responsible for managing and coordinating major IT incidents to ensure rapid resolution minimize business disruption and maintain service availability. The role requires close collaboration with local Incident managers technical teams vendors and stakeholders as well as strict compliance with the standardized global MIM framework.

In addition to handling major incidents the crew member will actively contribute to Problem Management and Change Management activities related to transversal IT services ensuring process adherence and supporting post-incident and improvement actions.

Position & Objectives :

Execute and manage major incidents in accordance with the global MIM process ensuring structured incident control rapid resolution and standardized communications.

Act as incident coordinator during major incidents engaging local incident managers relevant technical teams vendors and stakeholders to ensure clear task ownership and rapid escalation.

Ensure timely clear and professional incident communication updates to impacted stakeholders and leadership as per global standards.

Support and document PIRs (Post-Incident Reviews) contributing to root cause analysis corrective actions and preventive improvement activities.

Collaborate closely with the Global Major Incident Manager to enforce process standards reporting deviations and / or non-compliance.

Participate in Problem Management activities supporting the identification and resolution of underlying issues causing repeated incidents.

Assist in Change Management governance for transversal IT services ensuring changes impacting critical services are assessed approved and communicated appropriately.

Ensure adherence to SLA and KPI targets during incident handling supporting data collection and reporting for process improvement.

Support knowledge sharing training and onboarding activities for new team members or regional incident handlers.

Qualifications and Experience Required :

10 years of experience in IT operations IT Infrastructure support and IT Service management within large-scale enterprise environments.

Solid understanding of ITIL framework particularly Incident Problem and Change Management processes (ITIL v4 Foundation preferred).

Hands-on experience managing critical IT Incidents and IT Service outages in a structured high-pressure environment.

Strong communication skills with the ability to convey technical issues clearly to both technical teams and non-technical stakeholders.

Experience working in multi-vendor and geographically distributed environments.

Ability to work collaboratively with IT Infrastructure IT Operations IT Security and IT application crews.

Familiarity with ITSM tools for incident tracking reporting and knowledge management.

Strong organizational skills with attention to process compliance and operational discipline.

Fluent in English (spoken and written); additional languages are an advantage.

Key Competencies :

Calm and structured under pressure.

Strong analytical and problem-solving skills.

Process-oriented mindset with attention to governance.

Effective teamwork and cross-functional collaboration.

Professional communication and stakeholder interaction skills.

Remote Work : No

Employment Type : Full-time

Key Skills

CSS,C++,ABAP,Bank Reconciliation,Information Technology Sales,JavaScript

Experience : years

Vacancy : 1