Job Description

Responsibilites:

Investigate and resolve escalated L2 incidents and requests. Provide updates on high-priority incidents and ensure timely resolution. Document resolutions, RCA, and corrective actions in the ticketing system. Liaise with L3 teams for unresolved critical issues. Work on open Problem Tasks/Records and contribute to permanent fixes. Identify potential workarounds to minimise downtime. Review application logs and monitoring dashboards for early signs of issues. Reading logs from degradation incidents Conduct knowledge-sharing sessions on recent issues or new findings. Assist L1 support with troubleshooting and shift-left initiatives. Review and provide feedback on junior team members' work. Create, update, and validate Work Instructions in Confluence. Ensure existing WIs are accurate and reflect current processes. Organise training material to include relevant documentation and videos. SP Review documentation gaps and suggest improvements. Review resolved incidents for accuracy and completeness. Identify inefficiencies in support processes and suggest improvements. Contributes to project specific task with/without technical lead function. Continuous system improvement, both quality and efficiency wise in the areas of application monitoring, overall system architecture, backup and roll-back plans, performance tuning and testing.

Requirements:

Higher education with IT background (University degree is an asset). Minimum of 3 years of experience in the area of application management in complex environments (ideally in the area of intelligent mobility solutions). Solid knowledge and certification in ITIL v4. Knowledge of Linux and SQL. Business fluent in

English

(both written and oral). Availability for on-calls. Creative Team player with good communication skills, analytical thinking and outcome focused personality.

Nice to have:

Experience with state-of the art system environments of common vendors, including infrastructure services, virtualization, PaaS / SaaS and the related monitoring and orchestration platform. Experience with the transition of legacy environments into PaaS / SaaS oriented architectures.

Responsibilities:

E2e responsible for support services delivered to customers within telematics and traffic management business. Leads ITIL functions in charge of (INCM, CHM, PRBM, etc.), fulfils respective contractual deliverables per account. Establishes and maintains credible, professional relationships with clients, internal business lines, and external partners. Acts as escalation point for customers within the respective ITIL functions. Analyses data to identify trends within responsible ITIL areas, identifies risks & improvements within daily operations and contributes to monthly service value reporting. Expedites Operational Excellence, compliance with ITIL standards, ensure service documentation and contributes to continuous service improvements with the aim to increase customer satisfaction. Creates and/or maintain environments to assure SLA & KPI fulfilment, including service optimization & quality assurance of respective ITIL function within the team/ across the entire organization. Takes vital lead role in the on-boarding of new clients and creation of new services and operations models. Provides input to commercial change management and supports upselling opportunities

Our requirements:

Minimum 6 years' experience at service management positions. Advanced knowledge of ITIL (ITIL v3/v4 certification is an asset) & Service management, including solid understanding of delivering of IT Application Services. IT education or IT background. Technical awerness and diagnostic approach. Structured and independent way of working, customer centric mindset, willingness to learn and being resilient. Business fluent in English (both written and oral), strong communication skills and team player. Availability for oncalls and ocasional travels.

Nice to have:

Hands-on Experience with ServiceNow, Cherwell, or Halo for Incident Management Experience with Reporting in ITSM Tools and Power BI Understanding of or Willingness to Learn AI-Driven ITSM Capabilities Other languages: French, Dutch or Swedish Experience in Traffic Management

Our offer:

Permanent role. Hybrid working model (at least 2 days per week at the office in Coventry) Private medical care, life insurance and pension plan Growth opportunities within our international structures (internal mobility, career coaching and mentoring etc.) An interesting full-time position within a global renowned family owned company. Challenging limits of mobility for a healthy world without congestion. Space for creating innovative solutions and ideas for our fast growing markets.

Please note that we are unable to offer visa sponsorship for this position. Therefore, to be considered, candidates must have the unrestricted right to work in the United Kingdom and be able to maintain this status throughout their employment.