Tech Lead

Job Description

His/her main objective is to own the OMP support at Bekaert and he/she is the point of contact for OMP support He/she is responsible to make sure that tickets are picked up, clarified and solved. When a ticket is logged he/she investigates if a bug in OMP, if master data issue, issue in sourcing system (mainly SAP) or that user lacks knowledge o If it is a bug in OMP then he/she logs a ticket at OMP and he does a follow up with OMP to have it resolved o If it is an issue in non OMP system then he/she logs a Bekaert ticket and he does a follow up with the respective teams o If it is a master data issue or lack of knowledge he/she follows up with the end user o If another kind of issue, he/she picks it up and tries to find to a solution and does follow up At closure of the ticket , he/she classifies the ticket so that reporting can be done on it He/she monitors the OMP dispatcher and checks error logs and creates incidents on these errors or he/she contacts the business to have them solved As he/she is the first OMP support person at Bekaert , he/she helps shaping an OMP support way of working and methodology He/she plans and owns a bi weekly meeting with business and Bekaert OMP Business analyst to show the overview of the current open incidents and discuss with business priorities and next steps He/she plans and owns a monthly meeting with the Bekaert product owner to give an overview of the service level: Closed tickets, open tickets, duration of tickets, classification of tickets As in the beginning there will not be enough work on support only, he/she will be also involved in projects to help on o Configuration o Testing o Master data setup o Training As the OMP support team will grow in the future, this person will also become the OMP support responsible leading the team of new collegues. This means making sure that new collegues are onboarded, get the correct training and make sure they live up to the expectations of Bekaert and coach them were needed Once we are moving to a continuous improvements modus , the person will be involved in testing and follow up of the improvements In the future OMP support person can also be involved to solve Continuous improvement requests themselves. This will be in the area of the look and feel : reports for example From behavior point of view i am looking at a person that is Independent Shows ownership Proactive has a critical mindset is taking initiative