Jobid=623635578948625294 (0.032)
About the job
Our Agile transformation journey started a couple of years ago and we are dedicated to agile principles and continuous improvement. We are seeking an IT Incident & Problem Analyst to take a lead role in analyzing all incoming IT incidents. Your mission? To detect patterns and trends, perform thorough Root Cause Analysis, and implement structural improvements. You will ensure incidents do not recur, increasing the stability of our IT services and reducing pressure on the service desk.
In this role, you act as the ‘detective’ of our IT environment. You collaborate closely across teams, from the service desk registering incidents to various IT teams implementing changes. You will translate data into actionable plans, maintaining dashboards and clear reporting to track the status of open problems and their resolution effectiveness. Your proactive problem management will drive continuous improvement and stability.
What you will do:
- Lead detailed data analysis and trend recognition by thoroughly investigating incident logs, monitoring data, and service tickets to identify recurring problems.
- Conduct Root Cause Analysis (RCA) on major or structural disruptions, bringing together the right experts (engineers, suppliers) to find the real causes, not just symptoms.
- Initiate and drive improvement initiatives based on your analyses, translating findings into concrete action plans like Known Errors and Workarounds.
- Develop and maintain dashboards and clear reports on the status of open issues, trends, and the effectiveness of resolutions.
- Act as a liaison between the service desk and various IT teams, ensuring progress and follow-up on structural solutions.
- Support and contribute to the ongoing agile transformation and continuous improvement initiatives within the IS/IT department.
- Foster collaboration with international Global Chapters and Group IS/IT to share knowledge and best practices.
About you:
- Bachelor’s or Master’s degree in IT or related field.
- A true ‘servant leader’ and critical thinker, eager to share knowledge and coach others.
- At least 5 years of relevant experience in IT incident and problem management or a comparable role.
- Strong analytical skills with the ability to dig deeper and challenge quick fixes.
- Excellent communication skills with an ability to bridge the gap between business, service desk and technical teams.
- In-depth knowledge of ITSM and ITIL processes, and experience embedding these within teams.
- Proactive, persistent, and result-driven to continuously push for structural improvements and track progress.
- Experience working in agile environments and embracing new ways of working.
- Fluent in English.
What’s in it for you
- A challenging job in a great team within our high-tech, innovative work environment. Includes the freedom for initiative and good ideas;
- Room for personal and professional growth within our organization, for example in regards to technical, commercial or international skills;
- Valuable international collaboration with coworkers from 68 different countries around the globe;
- A comfortable work space in a modern environment, with a focus on flexibility and the right work life balance;
- You can usually work where and whenever you want. Within Thales, we aim for a 60/40 balance, where you work from home at least two days a week, when your role allows this;
- A good salary, fitting travel allowance, and the ability to personalize your employment conditions: for instance, you can trade PTO for internet costs, our bicycle plan, company fitness and relocation costs;
- 40 days off per year (PTO)
Deel deze vacature: