Maintain the operational integrity of the technologies and services by performance monitoring, tracking, and coordination of IT Operations aligned with the CTO
Manage the Operations team in routine system operations, maintenance, and diagnostic tests to identify and isolate service faults by performing the following main duties :
Monitor service delivery performance metrics and liaise with managers and customers to ensure that service level agreements are maintained.
Responsible for using Ticketing platform for the development of incident management plans, communication plans, emergency system outage notifications, and deployment and implementation of continuity of operations plans.
Investigate operational needs and problems, and opportunities, contributing to the recommendation of improvements in automated and non-automated components of new or changed processes and organization.
Accountable jointly with the CTO for ensuring full regulatory compliance and legal requirements Identification of any potential risk issues from IT and non IT.
Support input for financial management within service offering (cost control, negotiations, purchasing)
Assist in defining acceptance tests for these recommendations.
Responsible for the OTS Incident and Problem Management processes by documenting, citing, and relating incidents and incident trends to avoid future service interruptions.
Management and coordination of production deployments (planning, runbook definition and production deployment)
Master degree in engineering field (Computers, Telecommunications etc)
Successful track record in delivering digital solutions in complex environments, handling IT support escalations and providing white-glove support in previous roles.
Requires experience with project management principles and methodologies.
Experience developing, maintaining, and forecasting IT budgets and software spend analysis
Ability to communicate with, manage, and oversee IT vendor relationships.
Excellent customer service skills, including written and verbal communication skills.
Experience with ServiceNow ITSM Solution or other similar solutions.
Experience building and managing high performing, cross-functional teams
Entrepreneurial mindset and appetite to learn
Proficiency in written and spoken English is a must, any additional languages is a strong plus
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