Problem Resolution Specialist

vor 2 Wochen

Roth an der Our, Deutschland Proximus Luxembourg Vollzeit

About Proximus Luxembourg

Proximus Luxembourg is a leading ICT and telecoms company that addresses both residential and business markets through its commercial brands. With a strong focus on digital technology, innovation, and customer satisfaction, the company has almost 750 employees who share a passion for simplifying, connecting, and securing their customers' personal and professional activities.

Proximus Luxembourg is actively contributing to the acceleration of Luxembourg's digitalisation and its economic influence through the development of connectivity, resilient infrastructures, and innovative technologies such as Blockchain, Artificial Intelligence, Machine Learning, and IoT.

As a Problem Resolution Specialist, you will play a key role in ensuring that the Service Level Agreements are respected. Your responsibilities will include monitoring problems, analyzing root causes, ensuring closure control of resolved problems, and providing support and guidance to Incident, Problem, and Change Process Coordinators.

Key Responsibilities:

  • Monitor problems to ensure Service Level Agreements are respected
  • Analyze root causes of problems with necessary information for reporting
  • Ensure closure control of all resolved Problem records
  • Provide support and guidance to Incident, Problem, and Change Process Coordinators
  • Contribute to documenting known errors
  • Plan and coordinate activities for process monitoring and reporting
  • Monitor process indicators to ensure Service Level Agreements are respected
  • Represent first stage of escalation for your process
  • Identify, initiate, schedule, and conduct reviews
  • Ensure operational continuity of the Process
  • Perform timesheeting activities as requested
  • Ensure backup function within the department for associated activities
  • Participate in duties as part of the operation
  • Participate and conduct common activities to improve activity within your team
  • Provide experience feedback and support

Requirements:

  • Bachelor degree
  • 5 years of experience in IT processes required
  • Mastery of best practices in Service Management and related standards
  • Good technical/ICT knowledge
  • Professional certifications for the activity (ITIL, etc)
  • Knowledge of ITSM tools (ServiceNow, etc)

Our Offer:

A professional and stimulating work environment in the IT and telecom sector. Multiple career opportunities within the Proximus Group at national and international level, cutting-edge training in new technologies, a wealth of recognized expertise. We also offer an attractive salary package and many other benefits.

We are an equal opportunity employer, valuing diversity in all its forms. We firmly believe that each individual brings a unique richness to our teams, and we are committed to creating an inclusive environment where every voice counts.

If your application is successful, you will be asked to provide an extract from your criminal record. Your personal information will be handled in compliance with applicable data protection laws.

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