IT Infrastructure Process Engineer

Position and Objectives:

Position & Objectives:

• Execute and manage major incidents in accordance with the global MIM process, ensuring structured incident control, rapid resolution, and standardized communications.
• Act as incident coordinator during major incidents, engaging local incident managers, relevant technical teams, vendors, and stakeholders to ensure clear task ownership and rapid escalation.
• Ensure timely, clear, and professional incident communication updates to impacted stakeholders and leadership as per global standards.
• Support and document PIRs (Post-Incident Reviews), contributing to root cause analysis, corrective actions, and preventive improvement activities.
• Collaborate closely with the Global Major Incident Manager to enforce process standards, reporting deviations and/or non-compliance.
• Participate in Problem Management activities, supporting the identification and resolution of underlying issues causing repeated incidents.
• Assist in Change Management governance for transversal IT services, ensuring changes impacting critical services are assessed, approved, and communicated appropriately.
• Ensure adherence to SLA and KPI targets during incident handling, supporting data collection and reporting for process improvement.
• Support knowledge sharing, training, and onboarding activities for new team members or regional incident handlers.

Qualifications and Experience Required

• 10+ years of experience in IT operations, IT Infrastructure support, and IT Service management within large-scale enterprise environments.
• Solid understanding of ITIL framework, particularly Incident, Problem, and Change Management processes (ITIL v4 Foundation preferred).
• Hands-on experience managing critical IT Incidents and IT Service outages in a structured, high-pressure environment.
• Strong communication skills with the ability to convey technical issues clearly to both technical teams and non-technical stakeholders.
• Experience working in multi-vendor and geographically distributed environments.
• Ability to work collaboratively with IT Infrastructure, IT Operations, IT Security, and IT application crews.
• Familiarity with ITSM tools for incident tracking, reporting, and knowledge management.
• Strong organizational skills, with attention to process compliance and operational discipline.
• Fluent in English (spoken and written); additional languages are an advantage

Key Competencies:

• Calm and structured under pressure.
• Strong analytical and problem-solving skills.
• Process-oriented mindset with attention to governance.
• Effective teamwork and cross-functional collaboration.
• Professional communication and stakeholder interaction skills.