Senior IT Operations Specialist

Benefits

Additional Information

Permanent Regular Job Description: Pluxee is a global player in employee benefits and engagement that operates in 31 countries. Pluxee helps companies attract, engage, and retain talent thanks to a broad range of solutions across Meal & Food, Wellbeing, Lifestyle, Reward & Recognition, and Public Benefits. Powered by leading technology and more than 5,000 engaged team members, Pluxee acts as a trusted partner within a highly interconnected B2B2C ecosystem made up of more than 500,000 clients, 36 million consumers and 1.7 million merchants. Conducting its business as a trusted partner for more than 45 years, Pluxee is committed to creating a positive impact on all its stakeholders, from driving business to local communities, to supporting wellbeing at work for employees while protecting the planet. 🚀 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