Job Description
Job Title: Incident Manager Digital Services Operations
Reports To: Edwin Leinse
Position Location: Eindhoven
Position Summary
Thermo Fisher Scientific's Materials and Structural Analysis Division (MSD) provides customers with outstanding Electron Microscopes and Service solutions. Join us and contribute to our mission-enabling our customers to make the world healthier, cleaner and safer!
As the Incident Manager of the Digital Services Operations team (DSO), you will lead the team to sustain and support the day-to-day Incidents and support requests. You will lead the implementation of new processes and services into the tooling stack which enables the delivery of a suite of Digital Services. These services provide customers and Field Service colleagues with sophisticated remote monitoring capabilities and insights about equipment performance, optimization, and repairs.
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Responsibilities
- Supervise the Digital Service Operations team. Provide daily leadership, tactical direction and prioritization to the team. Coordinate with other functions outside of DSO to ensure execution. Lead the development of team members.
- Monitor the tickets and incidents to successful resolution
- Manage Incident response: investigate and collaborate with Development and Service colleagues to provide solutions promptly. Real-time communication to internal customers.
- ITIL and Process Documentation: create and maintain documentation related to DS Operations and procedures
- Provide feedback to Development organization in support of next generation of software and improvements
Qualifications
- A degree in computer science, engineering, or equivalent experience
- 3-7 years of experience as a team lead or supervisor is desired
- Fluent in English (spoken and written), Dutch a Plus
- Analytical problem-solver, with the ability to prioritize and handle multiple tasks at the same time
- Great teammate, good interpersonal and communication skills
- Customer oriented
- Willing to work at least 25% onsite at our Eindhoven office
- Preferred experience Jira and Jira align
This job description does not describe all the duties, tasks and responsibilities which need to be performed in the function. Other job-related tasks, instruction, or responsibilities may be occasionally required.
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.