Randstad operates in Portugal and in the world as a leader in the human resources area for several business sectors.
Technologies area works exclusively the IT & Telecom sector, providing unique professional development opportunities.
Randstad was challenged by Indra to fill in a Production Support Service Manager.
production support service manager.
- publicado em 9 maio 2022
- data limite 29 maio 2022
responsabilidades chave
- Guarantee ITIL Processes & production best practices are coherent, implemented and followed. Also maintain the service level agreements
- Improve procedures to ensure the expected level of service is provided
- Develop and maintain all documentation related with service procedures, policies and standards;
- Responsible of the support/incident/problem tooling backlog and implementation inside each team
- Sustain and improve the support practices maturity
- Generate and consolidate Run activity reporting as well as metrics/KPIs. Also conduct the necessary meetings on a regular basis to show the evolution related to production support service
- Serve as primary contact team inquiries and concerns
- Serve as supervisor/escalate for customer inquiries and/or below expected outcomes
- Work with the team to develop problem management and service improvement plans, based on root cause analysis.
- Support teams conduct risk assessment and develop mitigation plans;
- Participate in Support training contents elaboration and keep the knowledge and people connected
- Ensure that team maintains high level of competence and operational excellence
- Is the preferred point of contact regarding the incident/support resolution progress
competências
- At least 3 years of relevant experience on the Job
- Academic and/or Training Certification aligned to address IT Service Management
- ITIL Certification
- Technical Skills Required:
- Organizational and time management skills, needs to be also autonomous and have leadership;
- Knowledge of different work methodologies & different cultures;
- Pragmatic and results-oriented;
- Analytical and problem-solving skills;
- Interpersonal skills and developing relationships with other team members;
- Active listening;
- Like to meet people face to face;
- English B, Spanish C.
- Nice to have Skills:
- Production Service Manager on in-house solutions for application development
- Master on SW Engineering or other Engineering.
principais benefícios
integration in a dynamic team, project with innovative technologies and a challenging project.
remuneration according to the experience
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