Nivel cariera

Senior (5-10 ani)

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1. Context of the job:

With over 3600 employees, Cegeka is one of the most important ICT providers in Benelux. We develop, implement and manage IT applications and infrastructures for medium-sized and large organizations. We overcome challenges for clients in the healthcare, social security, retail, public, industry, logistics and financial sectors. Customers use our services to implement and integrate IT infrastructures, managed services, outsourcing, user support, desktop management, the development and implementation of applications, technical support and consultancy. With our own datacenters in Hasselt(BE), Leuven(BE), Geleen(NL) and Veenendaal(NL), we are ready for the future and for new business models, and so are our customers. As well as the Belgian domestic market, Cegeka also has branches in the Netherlands, and Romania, where we have subsidiary companies for remote management and software development.  


2. Job overview:

Within the CGMSC (Cegeka Global Managed Services Center) Division, we provide managed services for multiple customers across Europe on a 24 by 7 basis. We are structured on 4 main levels of technical competence: Support Technician, Support Engineer, System Engineer and Project Engineer. The 4 levels act as a team to ensure customer satisfaction.

As support roles for Operations we have a Q&C Department, Operations Coordination and an Internal Service Management Team where this position is located.


3. Position responsibilities:

In terms of main responsibilities, you will deal with:

a. Identification of service needs by:

  • Gathering feedback from internal customers
  • Change management and Problem Management
  • Detecting new service opportunities
  • Create & maintain operational level documents
  • Aligning with customer policies on areas such as security or quality

b. Evaluation of the service delivery:

  • Review monthly deliverables (reports)
  • Receive feedback from customers (via customer Service Managers) and liase with internal operational departments
  • Check/propose KPIs and detect breaches (monitoring, reporting, patch management, daily operations)
  • Follow-up on open complaints
  • Propose improvements for our services
  • Follow-up of improvement plans
  • Act as escalation point for Customer Service Managers in relation to GMSC activity

c. Operational responsibilities:

  • Focuses on actively participate in Change Management Coordination & Problem Management Coordination
  • Customer facing for Change Management


4. Candidates must possess:

  • Technology knowledge: strong understanding of ICT infrastructure environments (Storage, OS, Virtualization, Cloud (O365/Azure/AWS), Networking)
  • Knowledge of ITIL
  • Strong motivational and people skills
  • Strong organizational, planning, and communication skills
  • Initiative and positive involvement
  • Ability to listen, learn and improve
  • Willing to set a positive example and “can do” attitude
  • Reliable follow up and follow-through skills
  • Team player
  • Ability to work well with all levels of management, executive leadership and support staff
  • Attention to details
  • Being able to work in a dynamic environment with continually changing priorities and tasks
  • Problem solving skills with a process driven mind-set
  • Advanced English  (both written and verbal)


5. Offer:

  • Flexible working environment within a dynamic team
  • We leave you room to balance your work and private life - 22 days as annual vacation, plus extra days off according to company's policies
  • Private medical subscription, you can choose from 2 providers
  • Meal tickets
  • Free Gym Subscription - spa, fitness, aerobic, pool 
  • Preferential rates to 7Card subscription
  • Massage within the company premises
  • Team events (team building, team hangouts, Christmas party, etc.)
  • Relaxation room (tennis table, darts, board games, X-box)
  • Access to various training programs (soft and hard skills trainings, according to internal policies)
  • Continuous learning and improvement activities
  • Being part of a growing organization with Belgian roots