FunctieomschrijvingKey Responsibilities:Manage all aspects of IT infrastructure operations including 1st, 2nd, and 3rd line support.Lead incident coordination and communication for P1/P2 incidents and outages.Ensure operational KPIs are achieved and maintained.Act as a bridge between the IT infrastructure team, other departments, and external contractors.Drive problem and incident management processes, optimizing workflows for efficiency.Conduct postmortems for critical incidents involving all relevant technical and process teams.Deliver Root Cause Analysis (RCA) and define improvement actions to prevent recurrence.Contribute to continuous improvement of service and infrastructure reliability.Essential Skills:Strong background in IT Infrastructure Operations.Proven experience in Incident & Problem Management.Hands-on with critical outage coordination (P1/P2).KPI-driven mindset with focus on service quality improvement.Ability to work across cross-functional technical and process teams.