Service operations expert

Job Description
In the context of the further autonomization of the Alcon division specialized in surgical equipment / Custom Paks ® (tailor-made surgery packages for eye surgery), the site in Puurs is looking for new employees.
Alcon develops, manufactures and sells surgical equipment and ophthalmological solutions that treat eye diseases. Our broad product range represents the strongest portfolio in the eye care industry.
Working at Alcon offers you the possibility of a job with great responsibility, where continuous learning and taking initiative are key.

As service operations expert you're accountable for managing one or many applications in the Production & QA IT organization across the multiple business process areas providing 24x7 application services to business users

Main responsibilities
• Oversee end-to-end delivery of dedicated systems, tools or application and ensure its stability, integrity and business continuity
• Ensure services are delivered to the agreed SLA, including reviewing supplier performance based on the agreed SLAs and KPIs
• Track and manage incidents, where applicable, including: Identify, log, categorize, prioritize, resolve incidents and raise a problem if required
Ensure that incidents are followed up and solved appropriately
• Manage the lifecycle of incidents and minimize their adverse impact on business operations
• Identify, investigate, and report on incidents and review findings with key stakeholders
• Coordinate crisis management with relevant stakeholders, if required
• Oversee problem management and drive identification of root causes as well as sufficient prevention of recurrences
• Ensure adherence to documented operational procedures to maintain system integrity
• Ensure that configuration items are identified, accounted, reported, verified and audited (where applicable)
• Ensure proper user and access management
• Ensure appropriate operational service documentation is created and accepted by stakeholders
• Identify potential improvement areas for the owned system or application and connected services
• Maintain and ensure all application data is consistent across the various repositories
• Collect and distribute knowledge about systems and services to enable effective support
• Coordinate fulfilment of service requests and conduct monitoring, tracking and reporting
• Responsible for capacity and life cycle management for the systems, tools under his/her accountability
Take accountability to ensure adherence with Security and Compliance policies and procedures within Operations Expert service scope

Minimum requirements • You preferably have a college/university degree in IT or engineering
• Strong understanding of compliance / GxP
• Strong experience of enterprise-scale Application Management
• Strong vendor management experience in a global Application/Management setup
• ITIL certification is an advantage
• Strong written and verbal communications skills in Dutch and English
• Strong Analytical and Strategic Thinking Skills

We offer you a challenging, international and interdisciplinary work environment. Investment in people is a priority for Alcon. We offer a range of possibilities for personal development and career opportunities within the group to motivated, qualified people. We offer you a competitive salary and benefit package. Your office will be based in Puurs. Alcon supports a flexible work-life integration

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