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Specialist IT Ops-Customer Care - IT North America

Specialist IT Ops-Customer Care - IT North America

Position Summary

Under the supervision and guidance of her/his primary Community of Practice Lead and Product Group Manager based in Switzerland, the Operations Specialist is responsible for sustain, deployment, retirement and leverage for a product or a platform. The Operations Specialist is responsible for the effective and efficient operational support of the aligned products. S/He is also responsible for operational service management processes to ensure quality, efficiency, productivity and agility goals are achieved. 

A day in the life of...

Operational effectiveness and efficiency
• Ensures the delivery of efficient and secure IT operations, supports IT systems that fulfill the needs of the business, and provides input to the development team and tech lead as well as to peers responsible for other aspects of operations
• Oversees the support processes that include incident, problem, change, configuration, and event management
• Ensures IT strategic service partners provide the required level of service, system performance and functionality required to meet business commitments
• Supports the implementation and management of quality and efficiency improvements of IT service delivery, to drive value and support
• Supports market & project testing; supports specification, configuration & sustain activities and utilizes 3rd party services as directed
• Participates in the assessment of external and internal technology capabilities with a focus on suitability for integration with the existing IT operations environment
• Runs small-scale projects (managed work activities) for the deployment of functionalities.

 

Stakeholder engagement
• Works with product or platform teams to ensure good coordination of IT changes without impacting business processes
• Works with supplier teams to ensure good coordination of product changes without impacting IT Consumers and business processes.

 

Security, Compliance & Risk Management
• Responsible for operational compliance of all technology-related issues across IT including information security, privacy, business continuity, identity management, user access and data integrity

What will make you successful

• Bachelor's degree in computer science, information systems, business administration or related field, or equivalent work experience
• 3+ years of experience in IT, preferably working in a DevOps environment
• Experience in service management principles and execution
• Demonstrated experience in establishing standard processes and managing performance to achieve key metrics
• Experience explaining technical concepts and technologies
• Experience with effective communication at different levels in the organization and in English
• Experience working in a global environment and with virtual teams

 

Key Activities / Hard Skills     

  • Manage very complex support processes that are heavily documented, heavily regimented, very precise / Familiar with large IT complex landscapes.
  • Project management / activities planner.
  • Major interventions on the data center.
  • Stakeholder management, critical path.
  • Familiar with the support of Data Centers Systems (traditional on premise) and / or Cloud Online Data Centers.
  • Familiar with SAP systems and infrastructure.
  • Availability management (how to support availability measures, availability KPI's).
  • O365 knowledge.

 

Plus/Nice to have:

    • Experience with Data Centers Systems “and” Cloud Online Data Centers.
    • Service Now.

 

Soft Skills:

  • Effective communication.
  • Attention to detail.
  • Precise / Organization.
  • Independent.
  • Proactive.

Position Summary

Under the supervision and guidance of her/his primary Community of Practice Lead and Product Group Manager based in Switzerland, the Operations Specialist is responsible for sustain, deployment, retirement and leverage for a product or a platform. The Operations Specialist is responsible for the effective and efficient operational support of the aligned products. S/He is also responsible for operational service management processes to ensure quality, efficiency, productivity and agility goals are achieved. 

A day in the life of...

Operational effectiveness and efficiency
• Ensures the delivery of efficient and secure IT operations, supports IT systems that fulfill the needs of the business, and provides input to the development team and tech lead as well as to peers responsible for other aspects of operations
• Oversees the support processes that include incident, problem, change, configuration, and event management
• Ensures IT strategic service partners provide the required level of service, system performance and functionality required to meet business commitments
• Supports the implementation and management of quality and efficiency improvements of IT service delivery, to drive value and support
• Supports market & project testing; supports specification, configuration & sustain activities and utilizes 3rd party services as directed
• Participates in the assessment of external and internal technology capabilities with a focus on suitability for integration with the existing IT operations environment
• Runs small-scale projects (managed work activities) for the deployment of functionalities.

 

Stakeholder engagement
• Works with product or platform teams to ensure good coordination of IT changes without impacting business processes
• Works with supplier teams to ensure good coordination of product changes without impacting IT Consumers and business processes.

 

Security, Compliance & Risk Management
• Responsible for operational compliance of all technology-related issues across IT including information security, privacy, business continuity, identity management, user access and data integrity

What will make you successful

• Bachelor's degree in computer science, information systems, business administration or related field, or equivalent work experience
• 3+ years of experience in IT, preferably working in a DevOps environment
• Experience in service management principles and execution
• Demonstrated experience in establishing standard processes and managing performance to achieve key metrics
• Experience explaining technical concepts and technologies
• Experience with effective communication at different levels in the organization and in English
• Experience working in a global environment and with virtual teams

 

Key Activities / Hard Skills     

  • Manage very complex support processes that are heavily documented, heavily regimented, very precise / Familiar with large IT complex landscapes.
  • Project management / activities planner.
  • Major interventions on the data center.
  • Stakeholder management, critical path.
  • Familiar with the support of Data Centers Systems (traditional on premise) and / or Cloud Online Data Centers.
  • Familiar with SAP systems and infrastructure.
  • Availability management (how to support availability measures, availability KPI's).
  • O365 knowledge.

 

Plus/Nice to have:

    • Experience with Data Centers Systems “and” Cloud Online Data Centers.
    • Service Now.

 

Soft Skills:

  • Effective communication.
  • Attention to detail.
  • Precise / Organization.
  • Independent.
  • Proactive.

Ciudad de Mexico, MX, 11520

Ciudad de Mexico, MX, 11520

Apply now »