This 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 ITIL Certification - Mandatory Usage of Key Performance Indicators dashboards to measure and improve support quality Continuous IS Support processes improvement The Ideal Candidate : 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 Public relations \ Relationship Management for their Support needs 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
