Are you looking to join a dynamic, innovation-driven, international company, building a better future for us all? UPM leads the forest based bioindustry into a sustainable, innovation-driven, and exciting future. The competence, integrity and drive of our people make us unique. We live by our values – trust and be trusted, achieve together, renew with courage.

We are now looking for an IT Expert, Operations Officer to join us in the UPM IT Command Centre Operations within our IT Business Services team. Position is located in Tampere, Finland.

IT Command Centre Operations is responsible for managing overall service availability management, providing 24/7 reaction capabilities and managing resolution for high priority incidents and problem management (E2E responsibility).

Greetings from your future manager

"In our team, we work together in a great atmosphere to monitor UPM IT services to UPM Business. Together we ensure smooth running and facilitate the resolution of any high priority incidents affecting services. We also work in collaboration with internal UPM and other external partners to return any incidents to "normal service". We will also ensure "think beyond fix" is in place, so that corrective action is taken to prevent any reoccurrences. Our job is challenging, yet rewarding and provides an opportunity to work with a wide range of application services and infrastructure environments. As part of our team, you will gain a wide exposure to many processes and global services." -Gavin Stewart

What you will do

• Restore normal services as quickly as possible and minimize adverse impact on operations
• Monitor all events that occur, through the IT infrastructure, to enable normal operations and to detect and escalate exception conditions
• Ensure that the best possible levels of service quality are maintained
• Manage events and critical incidents resolution coordinating 24/7 reaction capabilities
• Decide if emergency on-site or Service centre work is needed
• Ensure incidents are closed
• Interact with external outsourcing partners to have holistic monitoring view and coordinate issue resolution
• Ensure Event & Incident root cause analysis, reporting and corrective action implementation
• Support service owners with root cause analysis

The purpose of the Command Centre is to monitor IT services, ensure smooth running and facilitate the resolution of any high priority incidents affecting services. The team will receive input from internal UPM and external partner monitoring tools and return any incidents to "normal service". The Command Centre will be responsible to call on "all and any" parties needed to resolve the incidents and facilitate the escalation of the incident, until the fix is found. We will also ensure "think beyond fix" is in place, so that corrective action is taken to prevent reoccurrence.

Working in the Command Centre will provide an opportunity to work with a wide range of application services and infrastructure environments.

The team of Operations and Senior Operations Officers will work in shifts to provide 24/7 reaction capability. The shift-work schema is day shift for this vacancy.

Who you are

• You have relevant previous professional experience
• You have proven experience on the following processes: incident, problem and event management
• Knowledge and experience with ITIL/ITSM
• Good understanding of IT infrastructure and applications
• Awareness and understanding of business requirements on an IT function
• ITIL certification and IT ERP knowledge is considered an asset
• You have positive, energetic, and flexible attitude and ability to integrate into a fast-paced team environment
• You like to take initiative and are self-directed
• You work easily with tight deadlines and maintain focus whilst being under pressure
• You have strong presentation, documenting and reporting skills
• You have strong people leadership & management skills and ability to influence. You easily build relationships and coordinate efforts across departments
• You have advanced verbal and written English communication skills

This is what we offer for you

• Meaningful job: We are proud of what we do. Our work highlights the expertise of our personnel, the high quality of our products and the company's values.
• Inspired and motivated teams: We have highly skilled employees. We are a multifaceted, international organization that works as a team to achieve our shared objectives.
• Development opportunities: With us you can build up your expertise. We provide opportunities to support your development throughout every stage of your career.
• Responsibility for people and environment: Our ethical principles embrace people as well as the environment. We are always striving to build a more sustainable future

Additional Information

For more information, please contact Gavin Stewart, Command Centre Manager, tel. +358407499080, gavin.stewart@upm.com.

Please apply via the link above and attach your CV and cover letter by 8th of September 2019.

For support with submitting your application, please contact HR Service Center at contacthr@upm.com or +358204146600.

A security background check may be performed for those selected to UPM positions, in accordance with the company recruitment guidelines and the Security Clearance Act 726/2014.

UPM is a non-smoking workplace in Finland.

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