IT Infrastructure Process Engineer

Company Description

Eurofins Scientific is an international life sciences company, which provides a unique range of analytical testing services to clients across multiple industries. The Group believes it is the world leader in food, environment, pharmaceutical and cosmetics products testing and in agroscience CRO services. It is also one of the global independent market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, CDMO, advanced material sciences and for supporting clinical studies. In addition, Eurofins is one of the leading global emerging players in specialty clinical diagnostic testing.

In 2018, Eurofins generated 4.2 billion Euro proforma turnover in 800 laboratories across 47 countries, employing about 45.000 staff.

Tecna, as a part of Eurofins Technologies multi-national network, has the goal of developing and validating reliable industrial solutions for food safety assessment.  It has been producing several immunoassays based on different technologies since 25 years, and keeps growing its catalogue portfolio with novel assays and applications to cover the food industry necessities of analysing chemical contaminants in ingredients and finished products. Applications need to be fast, easy, reliable and possibly safe for the personnel involved in routine implementation of analysis. In other words, the sample preparation and contaminants extraction from food matrices must be arranged through robust, simple and quick procedures, being ideally able to extract multiple contaminants in one single preparation, and being solvent – free or at least non-toxic.

Job Description

Position and Objectives:

The major incident crew member plays a critical frontline role in supporting and guiding Local Incident Managers in the execution of the Global Major Incident Management (MIM) process. Operating under the governance of the Global Major Incident Manager, this role is responsible for managing and coordinating major IT incidents to ensure rapid resolution, minimize business disruption, and maintain service availability. The role requires close collaboration with local Incident managers, technical teams, vendors, and stakeholders, as well as strict compliance with the standardized global MIM framework.

In addition to handling major incidents, the crew member will actively contribute to Problem Management and Change Management activities related to transversal IT services, ensuring process adherence and supporting post-incident and improvement actions.

 

Position & Objectives:

Execute and manage major incidents in accordance with the global MIM process, ensuring structured incident control, rapid resolution, and standardized communications.
Act as incident coordinator during major incidents, engaging local incident managers, relevant technical teams, vendors, and stakeholders to ensure clear task ownership and rapid escalation.
Ensure timely, clear, and professional incident communication updates to impacted stakeholders and leadership as per global standards.
Support and document PIRs (Post-Incident Reviews), contributing to root cause analysis, corrective actions, and preventive improvement activities.
Collaborate closely with the Global Major Incident Manager to enforce process standards, reporting deviations and/or non-compliance.
Participate in Problem Management activities, supporting the identification and resolution of underlying issues causing repeated incidents.
Assist in Change Management governance for transversal IT services, ensuring changes impacting critical services are assessed, approved, and communicated appropriately.
Ensure adherence to SLA and KPI targets during incident handling, supporting data collection and reporting for process improvement.
Support knowledge sharing, training, and onboarding activities for new team members or regional incident handlers.

 

Qualifications and Experience Required:

10+ years of experience in IT operations, IT Infrastructure support, and IT Service management within large-scale enterprise environments.
Solid understanding of ITIL framework, particularly Incident, Problem, and Change Management processes (ITIL v4 Foundation preferred).
Hands-on experience managing critical IT Incidents and IT Service outages in a structured, high-pressure environment.
Strong communication skills with the ability to convey technical issues clearly to both technical teams and non-technical stakeholders.
Experience working in multi-vendor and geographically distributed environments.
Ability to work collaboratively with IT Infrastructure, IT Operations, IT Security, and IT application crews.
Familiarity with ITSM tools for incident tracking, reporting, and knowledge management.
Strong organizational skills, with attention to process compliance and operational discipline.
Fluent in English (spoken and written); additional languages are an advantage.
Key Competencies:

Calm and structured under pressure.
Strong analytical and problem-solving skills.
Process-oriented mindset with attention to governance.
Effective teamwork and cross-functional collaboration.
Professional communication and stakeholder interaction skills.