Pre-hiring position of 6 months

Context :

You will be part of the Global IT Infrastructure Center of Excellence (IT Infra CoE), which is in charge of managing globally Operations, Production, Projects and Strategy for IT infrastructure
You arrive in a context of highly visible transformation Program requiring strong capacity of adaptation and aptitude for change
Position is after the Level 1 and can be helped by the Level 3 Network and the Level 3 Security Engineers in case of.

Purpose :

We are looking for talent with strong technical skills who can support the compagny and worldwide Network and security landscape (Switches, Firewalls, WAF, ...)
You will work in close relationship with other teams to maintain the available solutions to help our Business Groups realise our Service-oriented Digital Transformation
Youwill need to demonstrate strong technical skills and experience managing parallel actions, with full control of the scope he/she’s managing (technical, inventory, best practices, obsolescence management...)

You will have to :
Resolve service problems by performing Root Cause Analysis (RCA) and designing action plans for unknown errors reported through the Problem Management Dashboard
Perform solution releases by authorizing, validating (changes, upgrades, updates, patches, and migrations), and implementing them
Act as the L2 level function and manage communication with vendors in case of problems, patches, and maintenance
Ensure to keep the SMBD up to date by adding/modifying CI as implied by incidents, changes, and release processes
Perform technical and management escalations as implied by the escalation process to ensure network and security tasks are progressing toward resolution and/or completion.
Provide second line support and escalation of helpdesk tickets to our users, working accordingly to the SLA’s
Provide remote support and change management assistance to our user base on an 8x5 basis as required
Ensure that users are updated continuously on the status of their issues and that user´s satisfaction is maintained at a high level
Typical services are LAN, WAN, IT/OT (Operational Technology) firewalls, infra as a code, Firewall rules automation)

Areas of responsibility :

Technical implementation of standard, complex, urgent Changes
Integration of Changes in the ticketing tool
Planning of Changes (implementation chronograms)
Participation in Change Advisory Board (CAB) meetings
Implementation of Changes in Business Hours (BH) and Non-Business Hours (NBH)
Update of technical reference documents and associated databases (Diagrams, operating procedures, CMDB, etc.)
Contribution to the Security processes / workflows, (e.g., Firewall rules)
Handling of routine production tasks (regular checks, inventory, monitoring, backup, maintenance...)
Incident / crisis management
Writing of incident reports and root-cause analysis
Work in close relationship with third parties (internal and suppliers)
Contribution to the definition of sustainable solutions - technical and CSR (Corporate & Social Responsibility) oriented
Ensure the Configuration Management DataBase (CMDB) is up to date
Network monitoring activities via corporate monitoring tool

Expected results :

Strong collaboration with other technical experts, on his scope of reference
Share the info with Level 3 engineers
Reporting to the Network and Security Manager
Good tickets’ backlog management (incidents & changes)
Continuous improvement (monitoring, operating instructions, etc.)

Position sizing :

International exposure, leading all network & Security tickets
Position within the Network team of the Global IT Infrastructure Centre of Excellence (IT Infra CoE) (>100 people