- Manage the operation of the 2nd level platform teams in shifts (40-50 employee - Unix, Database, Novell, Network,Firewall,Windows, SAP, several Applications) and taking full responsibility for the operations- Control the incidents, problems, changes, processes- Represent the Operation Centre in telephone conferences, escalations, outage handling- Coordinate the inter-team and inter-level communication (1st and 3rd level support, service managers, management)- Coordinate the communication and escalation with several Service Desks (Helpdesk), with weekly report- Interact with customers and providers- Manage escalations towards management and providers- Be a bridge towards the management- KPI and ticket quality supervision- Supervise of alerting/ticketing- Escalate internal issues- People management in shifts- Ensure proper shift handover- Control Security/Facility of the Operation Center- Reporting of KPIs, SLAs

- Lead and continuously improve the unix team (2nd and 3rd level AIX, HP, Solaris, with 21 employee)- Plan and Manage the human resource for the team (FTE management, recruitment, salaries)- Optimize Service Quality - Manage the interactions between service levels (L2, L3)- Monitor and assure the satisfying of service agreements (SLAs/OLAs)- Define training plans for the whole team- Ensure high level of customer care and customer satisfaction- Produce and present daily, weekly and ad hoc KPI reports and Service Reports - Former activities as Deputy were also merged with this position