IT Operations BSS / Infrastructure / Helpdesk Head
hace 3 días

Country : Panama

Responsibilities :

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 :

  • 5 years of experience, including managing an IT BSS / OSS support team of a mobile network operator.
  • A technical, logical thought process and a detailed knowledge of computer systems, networks, hardware and software.

    basic knowledge in virtualization.

    WebLogic knowledge.

    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

    Problem-solving skills

    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.

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