от компании (организации): ООО Mars Information Services в городе (населённом пункте): Ступино, Россия
в отрасли экономики "Информационные технологии, интернет, телеком" → "Поддержка, helpdesk"
с заработной платой: по договоренности
Вакансия № 14473595 добавлена в базу данных сайта Работа в Москве и Московской области (МО, Подмосковье): Вторник, 20 августа 2024 года.
Дата обновления вакансии № 14473595 на сайте Работа в Москве и Московской области (МО, Подмосковье): Вторник, 24 сентября 2024 года.
Обращаем Ваше внимание, что на момент обращения к работодателю вакансия № 14473595 может быть уже занята. Администрация сайта Работа в Москве и Московской области (МО, Подмосковье) приносит извинения за доставленные неудобства.
Требования к опыту работы:
более 6 лет
Тип занятости:
полная занятость
График работы:
полный день
Дополнительные сведения о вакансии: Helpdesk Manager
Job purpose:
The jobholder is responsible for leadership of Service Operations team in Stupino, Russia. This area provides Level 1 (Mars Service Desk) and Level 2 (Service Restoration Center) remote support for all Mars technologies and applications:
- Level 1 provides support through phone, instant message (Microsoft Teams), e-mail, self-service portal and chat bot channels.
- Level 2 resolves cases that are not resolved by Level 1, manage Major Incidents, monitor and process alerts to prevent Major Incidents, prepare the team to support new technologies using the Take-on process, execute Problem Management to find root-cause and eliminate recurrences.
This global team uses the follow the sun mode at operational hubs in GUA (Brazil), ISC (China), ISS (Russia) to provide coverage 24 hours, 7 days in a week.
This manager is responsible for maintaining the operations during Europe time zone, providing day-to-day direction and leadership of the Service Operations team to ensure that team members contribute, collaborate and utilize their skills to provide excellent customer support and resolve problems within agreed service levels.
You will do:
- Provide leadership, coaching and mentoring to Service Operation team
- Be the guardian of Operational Excellence within Digital Technologies
- Implement the DIGITAL IT Transformation from having demands using traditional channels (calls and emails) to digital one (chat bot, artificial intelligence, machine learning and automation)
- Guarantee Key Performance Indicators (KPI) agreed globally and with stakeholders are delivery on the green range
- Guarantee Major Incident Management process is fully in place and with adherence in all phases: engagement, end to end communication and resolution
- Work on Major Incident Prevention actions with monitoring and predictive mind-set
- As Global Organization, keep all regional processes aligned globally to provide similar experience to all customers globally
- Assign a team member to prepare the support for new technologies or acquisitions (Take-on process)
- Use data analytics to drive decisions and improve operational excellence
- Use Design Thinking and Problem-Solving methodologies to better understand and identify opportunities for improvement of processes and procedures and initiate Continuous Process Improvement Initiatives
- Manage operational budget according to Mars Finance Manual, managing plan and actual results, explain the variance
- Work on regional/global projects according the demand as leader and/or team member
- Have strong partnership and collaboration with Core Services areas that work directly with IT Operations and Digital Technologies, mainly with Customer Experience that delivers Automation and Self-Service strategy within IT Operations
- Provide communication and talk on behalf of Service Operations team
- Manage internal escalations from internal customers
- Lead periodic benchmark with industry and internally to guarantee the best in class Operations is implemented
- Ensure Security compliance and Data Privacy for any Service Operations delivery
We expect:
- Graduation degree (Math, Statistics or Computer Science is desirable)
- ITIL Certification or demonstrated thorough understanding of ITIL
- Formal industry qualification or relevant proven experiences in the area of speciality
- 2 years of leadership experience (People or Technical leadership, Coordination)
- Experience of ITSM tool (e.g.: Service Now)
- Have worked in a global and multi-cultural environment
- Knowledge of Agile mind-set
- High proficiency in English
We offer:
This vacancy is allocated in Stupino (Moscow region).
We offer corporate transport Moscow -> Stupino (from Nagatinskaya and Domodedovskaya metro station).
- Competitive salary, bonus system
- Health and life insurance from the first working day
- Corporate pension program
- Meal allowance
- Flexible working hours
- Additional paid vacation if you work more than 5 years
- Great educational program that you form by yourself
Откликнуться на эту вакансию: Helpdesk Manager
Предыдущая вакансия:
Вакансия № 14473593 на должность Программист 1С от компании ООО Агропромкомплектация в городе (населенном пункте) Зеленоград