Monitoring Specialist (IT Application & Infrastructure) - Remote in Romania

In a nutshell

Part of the Group Service Centre IT Crews, and serving at least 3 key transversal IT Programs (Centre of Competence Database, Enterprise Service Bus and Cloud) you will work in an international context on the monitoring and maintenance in operational conditions of the cloud automation platforms, resources, middleware, data flow and other IT Infrastructure and IT Applications.

Where will you be based and what business will you support?

Any Romania based location is best for us, as the job is 100% remotely available for our business in Romania.

Your role:

Your role is distributed in the below areas:

• Responsible to monitor and process events (including both IT Application and IT Infrastructure) in a time-bound manner. According to pre-defined instructions, create incident ticket when alert is persistent or problem ticket if alert is flapping.
• Contact (trigger) and acknowledge intervention of experts, competent services or on-call, based on the escalation matrix defined for specific event
• Tracking the ticket created for escalated event, and close specific alert event upon resolution
• Chart analysis (trends) from monitoring tool to be proactive on alerting.
• Be involved in continuous improvement of the process, practices and tooling of you team, for instance thanks to periodic review of metrics, KPIs, SOPs with stakeholders such as respective IT Service Owners, in order to improve reactivity and coverage.

To achieve this, you will:

• Have the monitoring tools right in front of you during your working hours.
• Work using ticketing tool (e.g. ServiceNow or equivalent), to create or redirect incident to the proper domain of expertise.
• Classify incident and problem tickets.
• Qualify tickets: priority (thanks to impact, risk, escalation...)
• Inform customer based on contact information present on our CMDB
• Communicate with customers for additional information, priority question or feedbacks.
• Work with incident Managers and Service Delivery Managers.
• Be part of a non-stop team (24 Hours x 7 Days x 365) with members in different countries with a need to handover between regions and support during the unavailability of different region.

What can we do for you?

We are offering the following:

• A competitive salary package, including bonus and benefits
• Extensive on-the-job coaching and training opportunities
• Challenges within a multi-cultural and cross-regional team as part of the international and fast-growing Eurofins organization
• A dynamic working environment with a good team spirit where personal development and growth are highly encouraged.

Standard benefits:

• Additional Performance Bonus up to 1 Month Salary per year
• Meal Vouchers
• Gym Reimbursement
• Medical Subscription
• Health Insurance
• 25 days of holidays + 1 extra day off for your birthday
• Additional holidays for your loyalty
• Remote work activity in Romania.