IT Operations BSS / Infrastructure / Helpdesk Head
Country : Panama
Responsible to lead, organize and train on alloperational activities of centralized systems and structure the IT supportteam, being the second line support.
Participating in the design and development of new services on shared systems
Participating in projects, not only during service design and service transition, but also for CSI or operational projects
Assessing risk, identifying critical service and system dependencies and defining and implementing countermeasures
Designing and performing tests for the functionality, performance and manageability of IT services to support service transition activities
Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting to SEM Countries and establishing service improvement activities when required
As owner of the escalation process the Service Support Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders & SEM countries and post incident review
Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
Ensuring that all system and operating documentation and knowledge is up to date and properly utilized
Negotiating service level agreements with external suppliers of IT-related services.
Prepare and maintain disaster recovery plans for consistent business operations.
Control budget and report on expenditure to stakeholders and SEM countries
Comply with SOX controls and procedures
Job Qualifications :
A technical, logical thought process and a detailed knowledge of computer systems, networks, hardware and software.
basic knowledge in virtualization.
Understanding of management of storages and clouds.
Oracle sql fundamentals.
Experience in using Linux, Unix operating systems.
Expert knowledge of ITIL disciplines
Experience of managing 3rd parties and 3rd party delivered services
Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
Capacity to work in a team geographically scattered
Large level of autonomy and sense of initiative
Good level of communication and abstraction
Skills to manage IT vendors
High level of Business orientation
Excellent level of Business understanding
Knowledge and experience of Standard Service Support and Service Delivery technical Processes
Requierenhigh level of critial thinking and problem solving to deal with complex situations and stratigical insiigts.