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Technical Support Specialist (IT Problem Management)

Location: 

Poznań, PL, 60-829 HOUSTON, TX, US, 77010 Rotterdam, NL, 3013 AA

Req ID:  79061
Facility:  POZNAN-6731, One Houston Center-123, Rotterdam-540
Department:  Service Desk
Division:  Global Business Services

LyondellBasell (NYSE: LYB) is one of the largest plastics, chemicals and refining companies in the world. Driven by its employees around the globe, LyondellBasell produces materials and products that are key to advancing solutions to modern challenges like enhancing food safety through lightweight and flexible packaging, protecting the purity of water supplies through stronger and more versatile pipes, improving the safety, comfort and fuel efficiency of many of the cars and trucks on the road, and ensuring the safe and effective functionality in electronics and appliances. LyondellBasell sells products into more than 100 countries and is the world's largest producer of polypropylene compounds and the largest licensor of polyolefin technologies. In 2022, LyondellBasell was named to Fortune Magazine's list of the "World's Most Admired Companies" for the fifth consecutive year.

Basic Function

The Technical Support Specialist is responsible for driving problem resolution efforts through root cause analysis and problem remediation to improve the availability of IT’s systems. He manages the problem record lifecycle during problem identification, root cause analysis and the execution of corrective/preventive action plans.

The Technical Support Specialist maintains known errors and workarounds in the knowledge base to support improved incident management.

Roles & Responsibilities

  • Manages the problem record lifecycle by ensuring that problems are identified, recorded and tracked to resolution
  • Pro-actively identifies operational issues and trends by analyzing incident statistics
  • Assesses proposed problems and closes problem cases after verifying the quality of the root cause analysis and completion of the action plans
  • Maintains inventory of problems under analysis and their current progress and status
  • Facilitates and participates in problem management meetings with focus on recent major incidents, RCA status, incident trending, and operational issues.
  • Organizes and chairs problem investigation meetings and drives service providers to identify the root cause and well defined corrective/preventative action plans (Including people, process and technology elements)
  • Monitors problem management performance metrics and key performance indicators
  • Provides appropriate reporting
  • Follows up on issues and progress with problem owners where necessary.
  • Communicates all problems and their impact to all stakeholders.
  • Provides recommendations for process development, monitoring reports and performance measurements

Min. Qualifications

  • Proven working experience (minimum 3 years) in incident / problem manager role.
  • Detailed knowledge of the ITIL incident, major incident and problem management processes
  • Good understanding of change and configuration management processes
  • The ability to work and team effectively with colleagues at various organizational levels
  • Proven experience in working in, and coordination of, diverse and geographically dispersed teams
  • Excellent awareness of different cultures and working practices across the regions
  • Broad knowledge of IT landscapes (infrastructure, applications, cloud, security)
  • Coordination skills: managing (complex) IT technical investigations
  • Good English communication skills both verbal and written
  • Good problem-solving skills and logical thinking
  • Team player
  • Process-oriented
  • Innovation/Out-of-the-box thinking
  • Good presentation skills with ability to present material clearly and concisely
  • Commitment to follow standards

Competencies

Builds effective teams
Collaborates
Cultivates innovation
Customer focus
Demonstrates courage
Drives results
Ensures accountability
Instills trust and exemplifies integrity

We Offer

We offer an environment where we encourage personal and professional growth and where you will be rewarded for your performance and results. You will have the possibility to work with specialist on all fields to develop innovative solutions and to extend your national and international network. In addition, we offer you a competitive salary and benefits package.

The Company's Global Remote Work Policy allows eligible employees the option to work up to two days a week from home.

LyondellBasell is committed to advancing diversity, equity & inclusion (DEI) to ensure a positive experience for all employees.

 

Application & Contact

Please send us your resume via the application button

If you would like to learn more, please feel free to contact Martyna Piechowiak, Talent Acquisition Specialist at martyna.piechowiak@lyondellbasell.com 

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