EndereçoThis position will be based in (SITE), this position is responsible for the day-to-day operation of the IT Support process across the organization with the main objective to take ownership and restore normal service operation as quickly as possible and / or resolve requests according to our service level agreements to minimize the impact to business operations.
This is how your journey begins
- Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process with different stakeholders.
- Remediate deviation of a process for its division/department.
- Responsible for communicating opportunities for improvements with the Incident / service request Process Owner.
- Responsible to guarantee good customer satisfaction, escalate and work with different groups to guarantee customers are well-supported, and the process is improved.
- Point of contact for escalation and ownership for all Major Incidents or Critical Requests
- Responsible for the effective implementation of the process 'Incident Management' and “Service Request Management” and carrying out the respective reporting procedure
- Support the definition and execution of the Strategical Projects Implementation
- Represent the second stage of escalation for Incidents or Service Requests
- Monitor the incidents and service requests to ensure that the Service Level Agreement are respected from all IT groups
- Ensure incident / service request audits and periodical reviews are in place.
- Provide guidance and training to other groups
- Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable
- Work with different groups to coordinate and push for the shift left plan.
Required Qualifications
Skills / Abilities
- knowledge of ITSM ServiceNow
- Server / VMware – 7.0 version
- Storage
- Backup / Disaster Recovery – Veeam technology
- Patch Management
- DNS / DHCP, LAN / WIFI, WAN / SDWAN
- Proven ability to form and maintain highly effective working relationships with all levels of seniority.
- Customer Focused
- Take ownership
- Process oriented
- Ability to manage conflict and look for consensus.
- Ability to motivate and moderate people in different work contexts and cultures…. Along with the ability to motivate him/herself.
- Empathy with user and the ability to see through the customer’s eyes.
- Ability to manage complex tasks which involve technical assets as well as people.
- Communicate in a virtual, complex, and multicultural environment and to determine the audience of your peers.
- Ability to be cooperative and flexible.
- Strong work ethics and loyalty to the company.
- Relies on extensive experience and judgement to plan and accomplish goals
- Usage of Key Performance Indicators dashboards to measure and improve support quality
- Public relations Relationship Management for their Support needs
- Continuous IS Support processes improvement
Education
- Bachelor's degree in (Business administration/Engineering/ Computer Science or Equivalent) or at least three years in similar position
- Fluent in English (equivalent of Cambridge B1-C1).
- ITIL Certifications highly preferred.
Experience
- 2-3 years of IT related experience
