Permanent Regular
Job Description:
Pluxee is a global player in employee benefits and engagement that operates in 31 countries. Pluxee helps companies attract, engage, and retain talent thanks to a broad range of solutions across Meal & Food, Wellbeing, Lifestyle, Reward & Recognition, and Public Benefits.
Powered by leading technology and more than 5,000 engaged team members, Pluxee acts as a trusted partner within a highly interconnected B2B2C ecosystem made up of more than 500,000 clients, 36 million consumers and 1.7 million merchants.
Conducting its business as a trusted partner for more than 45 years, Pluxee is committed to creating a positive impact on all its stakeholders, from driving business to local communities, to supporting wellbeing at work for employees while protecting the planet.
🚀 What you will be doing
Incident Management
- Lead the management of major and critical incidents (Level 2/3)
- Coordinate internal teams (Global and Country level) and external partners during incidents
- Ensure clear, structured, and regular communication with stakeholders
- Ensure compliance with SLAs, SLOs, and escalation procedures
- Facilitate post-mortems and conduct root cause analyses (RCA)
- Ensure incident follow-up, documentation, and closure
Daily Operations Monitoring
- Oversee daily monitoring of systems, applications, and processes
- Proactively identify operational risks
- Ensure the relevance and effectiveness of dashboards and monitoring tools, managing key KPI’s and driving improvements.
- Propose continuous improvements to monitoring and alerting systems working with Global and Country partners to improve processes and advance our montoring and alerting solutions
- Working with Customer Experience (CX) directly to align on priority issues and challenges and maintaining collaboration between CX and Support, including ways of working and communications.
- Maintaining strong communication cross the Pluxee business on P1 and Critical Issues/Major Incidents. Sharing updates and keeping all key stakeholders informed.
Problem Management
- Identify recurring or structural issues based on incident analysis
- Conduct in-depth root cause analyses working with respective teams, service owners and stakeholders
- Define, lead, and monitor corrective and preventive action plans
- Ensure permanent resolution of identified problems
- Leverage lessons learned and formalize best practices
Continuous Improvement & Governance
- Apply and evolve operational processes in line with ITIL best practices
- Document operational procedures and standards
- Contribute to KPI and Dashboard improvement and operational reporting
- Act as a proactive contributor to improving performance and service quality
- Support and mentor more team members and focus on performance, process and quality improvements
Work Organization (Shifts & On-Call)
- Work in shifts (team coverage from 8 a.m. to 6 p.m.) depending on operational needs
- Participate in an on-call / standby rotation, including interventions outside business hours
- Ensure service continuity in a critical, potentially 24/7 environment
🌟 You’re a match
- Minimum of 5 years of proven experience in operations or support
- Strong experience in Incident Management, Monitoring, and Problem Management
- Experience in high-availability, mission-critical environments is a plus
- Experienced in improving service performance and working with functions to reduce issues and tickets.
Skills & Certifications
- ITIL certification required (ITIL v3 or ITIL 4 – at least Foundation level)
- Excellent knowledge of ITIL processes (Incident, Problem, Change, Monitoring)
- Experience with ticketing and monitoring tools (e.g., ServiceNow, Jira, Datadog, etc.)
- Solid understanding of IT and/or operational environments
Soft Skills
- Strong leadership and composure in crisis situations
- Excellent communication and coordination skills
- Analytical mindset with a strong problem-solving orientation
- Methodical, well-organized, and autonomous
- Ability to work flexible hours and shifts
Languages
- Fluent French
- Professional proficiency in English (spoken and written)
- Professional proficiency in Dutch (spoken and written)
📍 Your location
☀️ Happy at work
1) A meaningful job: Be the change! Help us build the future of employee benefits by bringing to life sustainable and personalized experiences and contribute to make a real impact on millions of lives. Our business model delivers not just for individuals but their communities too, by supporting local businesses and economies.
2) A great culture: People matter – a lot! Be part of a multicultural team that moves as one in a fast paced and innovative environment. We respect and care authentically about our people, we embrace wellbeing and work-life balance, new ideas and we have a lot of fun!
3) An empowering environment: Be yourself! At Pluxee we proudly embrace diversity and value the uniqueness of our talents, fostering an inclusive work place where all abilities are celebrated, and equal learning and growing opportunities are a given.
