Global Support Operations Service Leader (M/F) - Lisboa

Publicado 01 November 2021
SalárioNegotiable
LocalizaçãoLisboa
Categoria Permanente
SectorIT
ReferênciaBBBH496812_1637778941

Descrição

Siemens Logistics is a leading provider of innovative products and solutions in mail and parcel logistics and automation as well as in airport logistics with baggage and cargo handling. Software solutions and customer services along the complete product life cycle complete the portfolio. Major customers include renowned airports as well as postal and parcel service providers around the globe.

What are my responsibilities?

Incident Management:
Restore and enable normal service operations as soon as possible in accordance with the agreed service levels;
Minimize the adverse impact on business operations;
Ensure service levels are met and to consistently improve customer satisfaction.

Problem Management:
The Problem Manager is responsible for managing the life cycle of all Problems;
Root cause analysis for all major incidents;
Provision of permanent resolutions;
Prevent problems and resulting incidents from happening (proactive);
Elimination of recurring incidents (reactive);
Minimization of the impact of incidents that cannot be prevented;
To this purpose he/she maintains information about Known Errors and Workarounds;
Manage dependencies on third parties (e.g. data sources) relevant for provision of services with customer;
He/she acts as point of contact in case of escalations and liaises with customer's trained, Incident Manager / Super User" who are responsible for the effective implementation of the Incident Management process, carrying out the corresponding reporting. Customer's, Incident Manager" represents the first stage of escalation for Incidents;
Forms part of adhoc major incident/crisis teams.

Knowledge Management:
He/she ensures that the IT organization is able to gather, analyze, store and share knowledge and information;
His/her primary goal is to improve efficiency by reducing the need to rediscover knowledge;
Assists service level managers, e.g. CSM, key account manager, etc by providing meaningful monitoring, reports, alerts and measure to maintain SLA quality internally and externally.

Access Management:
Grants authorized internal users the right to use a service, while preventing access to non-authorized users;
Essentially executes policies defined in Information Security Management.

What do I need to qualify for this job?

Academic formation in the area of Computer Science, Telecommunications or related areas;
Fluent English (writing and talking);
Good understanding of ITIL or similar service management;
Proficiency in application service management;
Aviation background an asset (IATA recommended practice 1800);
Service now skills an asset;
Very good communication skills.

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