At Lineas you can:
- Work in an open and flexible environment where you can be yourself
- Do things and put your ideas forward
- Contribute to a better environment
Who are we? We are Lineas, the largest private rail freight operator in Europe. We convince companies to shift the transport of their goods from road to rail. Because that's much better for the climate and mobility. We make this Modal Shift a reality with the best train products and innovative services.
We, the FREIGHT FORCE, dedicate ourselves day after day to the freight transport of our customers. And to really make a difference!
Who are we looking for? As an Application Engineer, you provide end-user application support in a 3rd line on a daily basis covering multiple applications. You’re not only answering questions in a structured and understandable way but you’re also continuously trying to educate 2nd line (“shift left”) and / or end-users. You are aligning on a regular basis with our service desk (first & second line) responsible to ensure the software support team respects the defined SLA’s on the different Lineas services.
Using your functional and technical knowledge and skills you are responsible for solving software related incidents and make sure the service is restored as soon as possible. In order to do so you need to work closely together with our infrastructure team, integration team, software analysts and external suppliers. In case of major incidents you play a leading role (based on your expertise and experience) with a focus on bringing the necessary people together in order to resolve the incident and with focus on communication towards (end-)users.
As a guardian of our application production system you are responsible to not only react on alerts but also extend and improve our current monitoring systems preventing incidents from occurring.
As an operational data expert you’ll need to be able to follow and interpret the data flowing through our applications in an production environment using data models (ERD) created by your colleagues, detect issues and propose solutions.
You assist in, supported by our IT Software Analysts and QA engineers, in the execution of (non) regression testing of our applications delivered by our internal and/or external development teams.
As a functional team lead you are responsible for leading our team of application engineers. You steer them in their day-to-day job and organise knowledge sharing sessions to enable the sharing of experiences and assure the team is trained to deliver quality without being their hierarchical n+1.
What are your duties?
- In a 3th line work on resolving complex issues together with your colleagues from the 1st and 2nd line support, our developers and/or our suppliers
- Resolve, software related, incidents by providing the final solution or setting up a temporary workaround.
- Assist end users in using our applications and answer their questions in a structured and understandable way.
- Document (support) procedures in such a way that they can be used by our 1st & 2nd line service desk employees.
- Assist and execute (non) regression tests for those applications which are in your area.
- Continuously focus on extending the functional monitoring of our application landscape.
- Participate in go-live and hypercare phases of projects with a focus on data.
- (If applicable) participate in the guard duty for Lineas applications
- Maintain detailed records of user issues with software in our Jira systems throughout the lifetime of the issue.
- Provide day-to-day functional leadership to the team of (junior) application engineers.
- Setup, improve and guard the processes that ensure the support teams respect the defined and aligned SLA’s.
What is your profile?
- Experience with Jira & Confluence
- Must be able to demonstrate a customer first approach to support
- A natural communicator (in Dutch/French + English), able to explain complex topics to end users and service desk colleagues in understandable language
- Analytical insight, quick understanding, ability to distinguish facts from assumptions
- Willing to work outside core business hours as required
- Ability to identify & implement workaround for complex incidents
- Being able to lead a team of 2 – 4 people
- Hands on experience with diagnosing and resolving (technical) application issues
- General and basic knowledge about several IT domains like networking, servers, databases, … necessary to assess & solve application related questions and incidents
- Excellent understanding of ITIL processes linked with incidents, release mgt & support
- SQL & PL/SQL knowledge
- Interpret and understand data models like ERDs
Lineas stands for diversity. We believe that skills and talent are unrelated to gender, ethnicity, age, social background, sexual orientation, philosophical or religious beliefs, ...
What do we have to offer you? With us you will have the opportunity to develop your career in a fast growing and international company.
- You will be part of a team of passionate colleagues who will make the Modal Shift a reality.
- You will receive an attractive salary with attractive fringe benefits.
- We give you a personal training and all the coaching you need to get started.
- Afterwards, you will be given every opportunity to further develop your talents.
- You are allowed to work autonomously and independent of time - even from home or on location when it suits you best.
- You will end up in a young and energetic company. Things are moving fast here and a lot is always changing. That opens up permanent perspectives for your career (after 18 months in your current role, there is an opportunity for internal mobility).
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