🚀 What you will be doing

Incident Management

• Lead the management of major and critical incidents (Level 2/3)
• Coordinate internal teams (Global and Country level) and external partners during incidents
• Ensure clear, structured, and regular communication with stakeholders
• Ensure compliance with SLAs, SLOs, and escalation procedures
• Facilitate post-mortems and conduct root cause analyses (RCA)
• Ensure incident follow-up, documentation, and closure

Daily Operations Monitoring

• Oversee daily monitoring of systems, applications, and processes
• Proactively identify operational risks
• Ensure the relevance and effectiveness of dashboards and monitoring tools, managing key KPI's and driving improvements.
• Propose continuous improvements to monitoring and alerting systems working with Global and Country partners to improve processes and advance our montoring and alerting solutions
• Working with Customer Experience (CX) directly to align on priority issues and challenges and maintaining collaboration between CX and Support, including ways of working and communications.
• Maintaining strong communication cross the Pluxee business on P1 and Critical Issues/Major Incidents. Sharing updates and keeping all key stakeholders informed.

Problem Management

• Identify recurring or structural issues based on incident analysis
• Conduct in-depth root cause analyses working with respective teams, service owners and stakeholders
• Define, lead, and monitor corrective and preventive action plans
• Ensure permanent resolution of identified problems
• Leverage lessons learned and formalize best practices

Continuous Improvement & Governance

• Apply and evolve operational processes in line with ITIL best practices
• Document operational procedures and standards
• Contribute to KPI and Dashboard improvement and operational reporting
• Act as a proactive contributor to improving performance and service quality
• Support and mentor more team members and focus on performance, process and quality improvements

Work Organization (Shifts & On-Call)

• Work in shifts (team coverage from 8 a.m. to 6 p.m.) depending on operational needs
• Participate in an on-call / standby rotation, including interventions outside business hours
• Ensure service continuity in a critical, potentially 24/7 environment

🌟 You're a match

• Minimum of 5 years of proven experience in operations or support
• Strong experience in Incident Management, Monitoring, and Problem Management
• Experience in high-availability, mission-critical environments is a plus
• Experienced in improving service performance and working with functions to reduce issues and tickets.

Skills & Certifications

• ITIL certification required (ITIL v3 or ITIL 4 - at least Foundation level)
• Excellent knowledge of ITIL processes (Incident, Problem, Change, Monitoring)
• Experience with ticketing and monitoring tools (e.g., ServiceNow, Jira, Datadog, etc.)
• Solid understanding of IT and/or operational environments

Soft Skills

• Strong leadership and composure in crisis situations
• Excellent communication and coordination skills
• Analytical mindset with a strong problem-solving orientation
• Methodical, well-organized, and autonomous
• Ability to work flexible hours and shifts

Languages

• Fluent French
• Professional proficiency in English (spoken and written)
• Professional proficiency in Dutch (spoken and written)

📍 Your location

• Brussels

☀️ Happy at work

1) A meaningful job: Be the change! Help us build the future of employee benefits by bringing to life sustainable and personalized experiences and contribute to make a real impact on millions of lives. Our business model delivers not just for individuals but their communities too, by supporting local businesses and economies.

2) A great culture: People matter - a lot! Be part of a multicultural team that moves as one in a fast paced and innovative environment. We respect and care authentically about our people, we embrace wellbeing and work-life balance, new ideas and we have a lot of fun!

3) An empowering environment: Be yourself! At Pluxee we proudly embrace diversity and value the uniqueness of our talents, fostering an inclusive work place where all abilities are celebrated, and equal learning and growing opportunities are a given.