Production Support Service Manager - Porto

Detalhes da oferta

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