Je functie: 1. Incident and Problem Management Work on incidents arising in the area of network and network security services Monitoring of the respective Remedy queue(s) during the defined weeks of SPOC (single point of contact) Work on problems arising in the area of network and network security services. Deep dive in arising problems to the level of application traffic analysis Analyse the problem, propose and implement solutions for permanent fix. Interface to and communicate with vendors providing network (WAN and LAN) services to the customer when needed. Interface and communicate with internal customers for trouble shooting, proactive notification and incident / problem close out. Involve other departments and resources in the incident / problem management process when ever needed Applies escalation processes to next level management Preparation of 8D reports on severe outages handled by him / her 2. Service request fulfilment Completion of service requests within the network and security operations responsibility. This can be the installation of any new service for a particular site or apply a change to any existing service at a particular site or at a range of site. This would be for WAN, LAN, WLAN, Firewalls, Proxies and other GI managed infrastructure Service standardization and general service deployments. This would cover the deployment of standard services at a new business locations or the remediation of the legacy infrastructure at legacy sites. This would affect WAN, LAN, WLAN, Firewalls, Proxies and other GI managed infrastructure 3. Daily Management tasks Contributes to the completion of reoccurring tasks within the network and network security services Monitoring of the customer network environment using the existing suite of monitoring tools Participation to on call duties during off office hours for one week in cycles of ~5 weeks 4. Continuous service and process improvement As part of the permanent service improvement he / she is requested to make suggestions for service and process improvement at any time an improvement opportunity is spottedJe profiel: Technical skills Successfully completed Information Technology based education, equivalent studies or equivalent by experience At least 2 to 3 years relevant practical experience in information systems functions, with significant exposure to network technologies & security mainly CISCO based infrastructure Expert level in network troubleshooting (capture and analyze network traffic, understand various network and application level protocols) Technical configuration, implementation and problem analysis skills for, Cisco PIX / ASA firewalls, WAN implementations and protocols (IP, BGP, IGRP, EIGRP, OSPF), routers (Cisco), Cisco Switching LAN infrastructure , communication topologies (Ethernet/Fast-Ethernet, Frame Relay, IP/MPLS, ISDN, Internet VPN) and Blue coat technology. Thorough knowledge of TCP/IP, hardware & HW management technologies, scripting, backup strategies and imaging. Profile : Organisational awareness (good business understanding) Ability to work independently, efficiently manage time, demonstrate grace under pressure Ability to work in teams consisting of people from different businesses, nationalities and cultures, at distributed locations. Recognise the cultural and mentality differences in the various locations and departments, in particular in acquisitions, and demonstrates the ability to deal with it in a deferential and sensitive way, without loosing sight of the technical and project / service objectives. Excellent communication skills, both verbal and written, towards both technical and non-technical staff Demonstrate the ability to work in an open way, willingness to share knowledge and resources and to educate others. Very good analytical skills Customer focused Ability to use English as the working language, knowledge of any other language is an advantage. Location and Travel : This position is based Diegem, Belgium Occasional travel may be required