Shift Manager

Our mission is to enable technology innovation and help people integrate it into their everyday life. Available 24/7/365, our software development and infrastructure solutions are applicable for customers from all over the world. As Shift Manager, you are responsible for coordinating and organizing the delivery of all services and support activities of the division, while on duty. You are also responsible for the development of a customer-focused team, which delivers services 24/7/365, managing both day-to-day activities and critical end-to-end situations.

• Manage/own/lead critical/emergency/disaster situations end to end (ransomware situations; highly impactful backup incident restore activities, etc.);
• Monitor resources allocation and schedule adherence to guarantee the availability of the service;
• Act as a supporting role authority on the floor for the people on shifts outside business hours;
• Act as a mentor and coach to members of the teams in various service delivery activities, providing quality assurance on deliverables;
• Manage the escalations cross-team and cross-division until resolution;
• Review, alongside the Operations Manager, reports or dashboards for the activities performed daily;
• Take actions and provide feedback on the spot if unappropriated behavior is acknowledged;
• Maintain service delivery standards and team-collaboration behaviors, in a proactive manner;
• Share constant feedback on attitude, performance and knowledge needs to Team Leaders (since you act as backup for all the operational management roles);
• Collaborate with the Knowledge Manager for identifying and improving knowledge gaps;
• Actively participate to the continuous improvement of the services delivered;
• You are responsible for the quality of deliverables, signaling potential issues and guarding customer satisfaction concerning the division’s deliverables; SCOM handbook, etc.) and update the technical procedures and processes.

• Experience in coordinating teams within IT infrastructure and outsourcing landscapes;
• The ability to distinguish main issues from side issues so that you can easily manage stressful or impactful situations;
• Self-confidence - you are comfortable to discuss daily requirements with (senior) colleagues and managers in the field. You are also the one who provides guidance to colleagues who delivery services;
• A positive attitude towards change since you see it as opportunity, embracing leading change in the organization. You act as a role model for the rest of the colleagues, providing them with input and guidance;
• Creativity - you come up with new ideas and solutions in the face of complex tasks;
• Fluency in English