IT Production Leader with French

With 41 years of experience in the international market and 19 years in Romania, HN Services means:Digital transformation and IT professionals;Diversity of technical roles;Wide IT market exposure in different domains of activity;A dedicated internal training center for software development.💡 We, at HN Services Romania, are expanding our team, and we are looking for new, experienced Production Leader with French who are passionate about delivering high-quality solutions. The main objectives of our department is to ensure the quality of Information System (IS) production and to meet the Group's business needs regarding the implementation of new infrastructure services.Digital Workplace brings together all the services and tools of the work environment: the personal workstation of course, but also the smartphone, the corporate social network, communication and collaborative tools such as messaging, Teams, SharePoint, etc.Its main roles: Provide the Group's business units with secure infrastructure services, according to service offerings, service levels, and costs tailored to the needs of its internal clients, such as business application hosting, workstations, collaborative services, network, and telephony.Within the group, the department ensures the proper functioning of the tools intended for the company’s group end users and the associated technical services. RESPONSIBILITIES: Description of the service:The Service consists of the following components: Production:Assistance with production around the Workplace;Technical skills on Mac/iOS;Technical expertise for various Users and/or Beneficiaries;Global incidents managing (Referent for tower control, escalation management, diverse document management, communication validation);Handling escalation management;Handling requests from all support teams;Validation of group IT communications;Management of content in the knowledge base;Detection of malfunctions and monitoring of corrections;Participation in Service Quality Reviews with business teams and dedicated N3 teams;Regular exchanges with our international counterparts (UK, US, Asia, Romania, Morocco);Management, guidance, and support of audit missions. Project:Creation of product technical documentation which is developed gradually in the knowledge base;Detection of malfunctions and monitoring of corrections;Construction of dashboards to quantify user requests;Qualification and quantification to measure if the service desks are ready to handle requests from users of the future solution;Change management and monitoring of continuous improvement related to projects;Application of Passport to Support and establishment of the task schedule;Sizing of resources required for project implementation: resources, schedule, budget.Deliverables:Creation, review, correction, and validation of CMS sheets;Incident and Request handling procedure, Escalation / RACI matrix;Weekly SQR reporting. SQR meeting minutes;Monitoring of general incidents via dedicated SharePoint;Detailed reporting on requests and incidents logged through the ITSM tool;Dashboard via the BI Tools, Project reporting. Profile:Fluent in English and French;Good knowledge of reporting tools and ITSM ;Good understanding of IT security concepts and ITIL;Active directory architecture;Familliar with AGILE methodology and BI Reporting tools;Network Services and processes (DHCP, DNS, IP@, gateway, nat, static / dynamic ...);Good knowledge of Microsoft products: Teams, Skype, Sharepoint, Intune;Good knowledge of Citrix xen-desktop and xen-app;Communication skills;Autonomous;Attention to details.Only eligible candidates will be contacted for further information and start of the recruitment process