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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT Production and Run operations, with a strong command of N2/N3 support and ITIL best practices. Capable of managing major incidents, writing technical documentation, and contributing to process improvements in complex environments.
Highest-signal resume keywords
IT Production ManagementN2/N3 Support ExpertiseITIL ComplianceMajor Incident ManagementTechnical Leadership
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Incident ManagementRoot Cause Analysis (RCA)Technical DocumentationRisk IdentificationIT Architecture UnderstandingService ContinuityProcess ImprovementWorkplace Environment KnowledgeInfrastructure Environment KnowledgeComplex Environment Experience
Soft Skills
Strong Service OrientationResults FocusAnalytical SkillsInterpersonal SkillsAbility to Work Under Pressure
Certifications & Qualifications
Degree in Computer Science or Related Field
Industry Keywords
IT OperationsCross-Functional UnderstandingInternational Context ExperienceOffshore Context ExperienceProactive Approach
About the role
Key responsibilities & impact- Lead and resolve complex and critical incidents (N2++ / N3)
- Manage escalations and coordinate with technical teams
- Support N1/N2 support teams with complex cases
- Participate in incident analyses (RCA) and action plans
- Challenge projects before they go into production
- Identify risks affecting Run operations and service continuity
- Write and maintain technical documentation and procedures
- Participate in crisis cells and major incident management
- Contribute to the continuous improvement of processes and support
- Ensure compliance with ITIL best practices
Requirements
What you’ll need- Significant experience in IT Production / Run operations
- Expertise in N2/N3 or N2++ support
- Strong command of Workplace and Infrastructure environments
- Solid knowledge of ITIL
- Experience managing major incidents
- Good understanding of IT architectures and services
- Cross-functional understanding of Build, Run, and Security challenges
- Professional proficiency in English is essential
- Two- to five-year degree in Computer Science or a related field
- Minimum 5 years of experience in IT Production, IT Operations, or N2/N3 Support
- Experience in complex environments is a plus
- Experience in an international or offshore context is a plus
- Technical leadership
- High degree of autonomy
- Strong service orientation and results focus
- Analytical and synthesis skills
- Ability to work under pressure
- Excellent interpersonal skills and ability to bring teams together
- Proactive, pragmatic, and solutions-oriented approach