What you'll do.

Due to our recent expansion, we need to further professionalize our solutions and services throughout the organization. For the ticketing services already some best practices regarding operations management and reporting have been implemented. The passenger information solutions & services are fast growing and are ready to be industrialized or have recently been deployed in production. The passenger information solutions & services require to process high volumes of data and the integrity & availability of the API’s is paramount. The API’s in scope encompass Search, Timetables, Travel Time, Routing & other passenger information features.

The main challenges we face for 2023 and reasons why we are recruiting a Cloud Support Engineer for are:

• Having a dedicated contact person for our customers and partners, to centralize & prioritise service alerts, incidents & requests.
• Introducing ITIL best practice working methods to support the solutions and services in our ambitious roadmap for 2023 (and beyond).
• Defining service level objectives with all stakeholders from the start of the project throughout negotiating, conclusion and follow-up of Service Level Agreements with our customers and partners at the end of the project.
• Develop & maintain functional & performance metrics for management reporting.
• Organizing recurrent meetings dedicated on service operation with partners & customers.

More broadly, as a Support Engineer for Cloud Applications, you will:

• Report to the Head of Operations.
• Provide first and second level support for incidents and requests, ensuring that all incidents and requests are resolved in a timely and efficient manner.
• Document work instructions for root cause analysis & service restoration in close collaboration with the DevOps teams.
• Monitor and manage IT and business service performance, ensuring that service level agreements (SLAs) are met.
• Follow-up all service support items in the backlog systems of the DevOps teams.
• Participate in Operations Workstream meetings to follow-up service management initiatives for all services & solutions that BMC will deliver for years to come.
• Plan & execute the testing of the functional and non-functional go-live conditions before launch of specific solutions and services.
• Identify, define and follow-up of service improvement initiatives in collaboration with DevOps teams

Your qualifications.

• Familiar with ITIL best practices and processes, most important stages are service design, service transition and service operation
• First experience in a similar role providing technical support for cloud-based services
• Knowledge of monitoring and performance optimization of cloud-based services
• Strong analytical skills and ability to troubleshoot and resolve issues quickly
• Excellent communication and customer service skills in English and Dutch or French
• Analytical & structured, be able to write high-quality documents & reports
• Interest in DevOps style — we operate what we build!
• Strong soft skills — we like nice humans.

Bonus points if:

• Understanding of cloud-based technologies such as AWS, Azure, or Google Cloud Platform.
• Proven track record of ITIL improvement initiatives.
• Familiar with development, containerization platforms such as Docker, and container orchestration tools such as Kubernetes.
• Knowledge of security best practices for protecting data in the cloud.
• Experience working in an agile engineering environment.
• You love public transport and micro-mobility as much as we do 😍

What we offer you.

• Become a key employee in an established, fast-growing and ambitious Mobility company and have a meaningful impact on its destiny.
• Work in an open and transparent environment, with its share of fun too!
• A lot of freedom in organizing your work (remote and/or asynchronous work is encouraged).
• A competitive salary package, alongside nice complementary perks (laptop, mobile subscription, DKV insurance, mobility allocation, meal voucher).