In this role, you will have the opportunity to be accountable to deliver and orchestrate the delivery of Information Systems (IS) service line operations activities. Each day, you will coordinate with and supervise internal and/or external third-party supplier resources for the effective delivery and operational performance of the applications in scope. You will also showcase your expertise by ensuring continuous improvement and compliance.
responsibilities :
Responsible for maintaining Operational effectiveness of the service by strong collaboration with Application Support delivery partners, establishing, driving and improving the delivery of service SLAs/OLAs, KPIs and Customer Satisfaction
Ensure strong process framework (management and optimization of existing processes) and documentation (maintenance and update of the service knowledge base), as well as communication with business stakeholders
Fulfilling the service requests in the agreed Service Level Agreements (SLAs) and collaborating with IS Service Owner
Maintaining good relations with stakeholders, providing regular status updates/health checks to main business representatives
Supporting major incident and critical situation resolution by finding the root cause of incidents (through known errors and root cause analysis), defining workarounds, and following up on fixing root causes (by planning problem resolution and change implementation);
Collaborating with suppliers to ensure adherence with process, contributing to increasing process maturity
Ensuring compliance with relevant regulations, standards and internal policies
Support in cost estimates and project plans for the applications or integration platforms in scope; Support of application budget execution.
requirements-expected :
Master’s Degree in information management, computer systems, business engineering, or similar.
Experience in managing global application/services or implementation projects
Familiar with ITIL (certificate is a plus)
Strong understanding of IT infrastructure, including networks, servers, databases, and cloud services.
Exceptional communication skills, excellent active listening, and critical thinking, ability to run several processes simultaneously.
Flexible and adaptable; able to work in a challenging environment, must be a team player and able to work collaboratively with and through others, experienced in working in virtual teams with cross services organizations.
Experience of working in multi-vendor and multi-national environment
Knowledge and practical experience with the ticketing system (i.e. ServiceNow)
Fluency in English, both written and spoken, is essential.
benefits :
sharing the costs of sports activities
private medical care
sharing the costs of foreign language classes
sharing the costs of professional training & courses
life insurance
remote work opportunities
flexible working time
corporate products and services at discounted prices
