• Manage the delegation of tickets within the team, providing support to team members to improve efficiency and effectiveness in ticket support and ticket closures
• Manage the delegation of daily checklist items for the production environment
• Support the IT Manager to ensure prioritisations are executed in a coordinated and planned manner
• Manage the IT stock tracking and inventory management system to ensure information is kept up to date and balance purchasing in line with just-in-time provisioning
• Review completed tasks on an ongoing basis to ensure all compliance and quality standards are maintained
• Become an advisor for team members to support with any technical gaps through expert technical guidance and maintenance of training progress reports
• Develop risk control strategies and ensure all known or potential risks are communicated to the IT Manager
• Collaborate closely with the IT Manager to provide coaching to all team members and support the appraisal and improvement plan process

Skills: Team Leadership, Task Delegation, Ticket Management, Inventory Control, Quality Assurance, Technical Mentorship, Risk Management, Performance Coaching

• Build up and lead the global team for process automation change, community management, training and coaching
• Establish a learning and training center for process automation, non-code and low-code citizen developers
• Develop and implement training material for process automation and build partnerships with internal and external organizations to improve training services.
• Supervise a team that trains, facilitates, and coaches citizen developers to become qualified users on the platforms, data access and integrations.
• Actively engage and volunteer developer communities with best practices, methods and trainings in all domains and divisions (training offers, coaching and facilitations)
• Share knowledge and resources amongst communities to leverage digitalization synergies for citizen developers.
• Make success transparent and visible for others.
• Act as a change agent and ambassador for strategy to energize further divisions and GDFs.

Skills: Team Leadership, Process Automation, Community Management, Training Development, Citizen Enablement, Partnership Building, Knowledge Sharing, Change Management

• In charge of process and application analysis, making recommendations and subsequently implementing them from design to support.
• Build strong relationships with business partners. 
• Collaborate actively with the internal clients and be able to translate business requirements into solutions. 
• Manage a team of IT people (internal and external). 
• Intensively cooperate with business and IT colleagues from other teams.
• Take responsibility for delivery, from business requirement definition, through solution proposal, project realization, deployment and Go Live, including a final assessment on results acquired.
• Inspire people towards a common objective, contributing proactively to improvements that benefit the business. 
• Act as a single point of contact for all financial-related applications
• Participate in meetings with the Financial Department, providing guidance and IT insights on future development to improve and optimize the financial processes
• Evaluate the change requests of important users and business process owners, suggest solutions and implement and/or coordinate the changes
• Analyze functional and technical designs, evaluate the nature of the solution (cost effectiveness, functional and technical fit of the solution) and support its development
• Work on change requests with the external partners
• Be involved in SAP implementation projects, including GAP analysis, developments, adjustments, testing, training, user acceptance, and Go-live
• Be responsible for documenting the business processes.

Skills: Process Analysis, Business Collaboration, Solution Design, Team Management, Project Delivery, Stakeholder Engagement, SAP Implementation, Financial Systems

• Manage the engineering team, following PMH best practices and Proximus leadership models
• Develop the staff, interact with other team leaders and lead by example
• Coach team members and develop the required skills to keep up to date with the fast pace of technological change.
• Foster the growth and development of the team and the team’s skill and know-how
• Key contributor to the Technical goals, including KPIS like channel uptime
• Key contributor to the technology roadmap
• Manage team capacity, review with the project managers and TBI management
• Be responsible for all applications to enable an optimal use of resources and servers so as to enable PMH to operate an extremely competitive environment.
• Be responsible for Infrastructure design and implementation, following industry best practices and subject to availability
• Ensure all equipment is properly in service, following maintenance best practices, is in optimal condition, resilient/redundant and can be relied upon.
• Interacts with suppliers, is key in the definition of scope, and actively participates in negotiations with suppliers so as to ensure resources are wisely spent.
• Be responsible for the Application system design and implementation, following industry best practices
• Analyze and recommend tools and best practices

Skills: Team Leadership, Staff Development, Technical Coaching, Infrastructure Management, Resource Optimization, Technology Roadmap, Supplier Management, Application Design

• Assist the Ops Manager in overseeing and ensuring smooth IT Service Desk Daily Operations
• Rostering of the IT Service Desk Team
• Conduct basic user training to equip users
• Establish knowledge sharing on desktop problems encountered during the course of work.
• Assigning tickets in the ticketing system and tracking SLA for the tickets
• Ensures that the Service Desk Engineers log the cases properly
• Escalates to CIT on any incidents
• Provide CAG staff with information and support related to CAG corporate IT services.
• Perform documentation, filing of problem tickets, and service requests upon completion

Skills: Service Desk Management, Ticket Assignment, User Training, Knowledge Sharing, SLA Tracking, Incident Escalation, IT Support, Documentation Management

• Experience in the Corporate IT service desk environment
• Past work experience in a high-traffic customer service setting
• Knowledge of commonly used concepts, practices, and procedures for end-user technical support
• Good knowledge of handling and solving Personal Computers (PCs) and Mobile Devices, and their peripherals’ problems.
• Good working knowledge of Microsoft Office Applications, Office 365, VPN, etc. 
• Knowledge of the other corporate applications.
• Knowledge of common PCs and Mobile device operating systems (e.g., Windows OS, iOS, Android).
• Basic networking and server knowledge (e.g., able to do ping and trace route troubleshooting).
• Strong customer service experience
• Excellent verbal and written communication skills in English
• Strong problem-solving and research skills

Qualifications: BS in Computer Science with 4 years of Experience

• Experience managing an IT Service Desk
• Experience in an IT Support role
• Knowledgeable of various server/workstation peripherals such as USB/NAS drives
• High level of proficiency in MS Office and SharePoint
• Strong organization skills and ability to operate efficiently throughout daily tasks
• Strong written and verbal communication skills
• Strong troubleshooting and analytical skills
• Demonstrates empathy with users and professionalism at all times
• Ability to remain calm in stressful situations
• Ability to schedule for evening or weekend work occasionally
• Ability to prioritize and manage multiple priorities effectively
• Pleasant and professional demeanor in all client and internal communications
• Intellectually resourceful with sound judgment and effective decision-making abilities 
• Independent worker and able to work effectively on daily tasks without direct supervision
• Energy, enthusiasm, and results-oriented

Qualifications: BA in Information Systems Management with 6 years of Experience

• Be CCNA- or MCSA-certified, or have an equivalent industry-standard technology certification.
• Experience working in IT operations supporting service-oriented business.
• Experience in an IT Help Desk environment or relevant IT Support role.
• Advanced knowledge of Windows and Mac operating systems (both Desktop and Server).
• Advanced knowledge and understanding of security best practices and implementation.
• Ability to provide customer-first orientation and the ability to communicate effectively.
• Ability to understand and troubleshoot various advanced technical problems such as Active Directory, NTFS Permissions, Remote Desktop Protocol and Gateway, Backup Systems, Microsoft Exchange and Office 365 user management and system administration, VMware and Hyper-V maintenance and troubleshooting, VoIP, and 3CX.
• Good team player and good communication skills
• Analytical thinking and interpersonal empathy

Qualifications: BS in Software Engineering with 7 years of Experience

• ITIL 4 Foundation certification
• Working experience in IT operations management or service delivery.
• Technical experience in operating systems
• Working experience in public Cloud environments such as AWS, Azure, GCP
• Strong thinking and planning skills, including preparing and developing a process, schedule, and action plan.
• Good written and verbal communication skills.
• Strong organization, critical thinking, and decision-making skills.
• Great attention to detail
• Be able to remain calm in high-stress, high-incoming-call-volume situations

Qualifications: BA in Business Administration with 8 years of Experience

• Multi-year experience in managing IT portfolio and enterprise IT architecture
• Experience successfully working as a project manager and as a team leader of a software development and operations team.
• Knowledge in modern SW development approaches, state-of-the-art interfaces, and cloud technologies.
• Track record in agile methods, Scrum, as well as experience in service management, esp
• Be able to design technical realization concepts based on new technologies
• High-level German and English language skills 
• Problem-solving skills involve both technical and human challenges.
• Ability to perform all administrative functions expected at this level
• Ability to use of computer and office equipment
• Excellence in technical, process, product quality, and reliability.

Qualifications: BS in Network Engineering with 10 years of Experience