Senior IT Operations Architect - De-escalation Lead

**What we offer**
**About the Team**:
We are looking for an IT Architecture Senior Specialist/Expert with strong communication skills and customer empathy. You will work in an international team in a challenging environment with many exciting topics.
**What you’ll do**:
- Manage, support and drive de-escalations during major incidents.
- Serve as the single-point-of-contact for all stakeholders during major incidents.
- Drive/moderate discussions between key stakeholders and experts.
- Communication to senior management on an executive level in case of major incidents.
- Drive and support problem management for major incidents.
- Drive continuous improvement of the operational services in terms of process design, tools, operational efficiency, reducing TCO, support quality and customer satisfaction.
- Takes personal initiative to improve processes and develop new approaches to tasks.
- Maintain a healthy LoB relationship within IT Operations.
**What ...