SERVICE MANAGEMENT LEADER
Descripción de la oferta de empleo
You’re looking for a company where you have the opportunity to pursue your interests and be able to grow professionally. You bring to Applaudo the following competencies.
Bachelor’s degree in Computer Science, Information Technology, or a related field.
A minimum of 3 years of experience in Service Delivery or Project Management.
At least 2 years of experience in a team leadership role.
Proven experience working on software development projects within cross-functional teams.
Strong skills in customer service, resource planning, teamwork, and quality assurance.
Excellent verbal and written communication abilities.
Strong interpersonal skills to interact effectively with business stakeholders, product and development teams, among others.
Demonstrated leadership and negotiation skills.
Prior experience with Support & Maintenance teams is highly desirable.
Professional proficiency in English.
(C1-C2) You will be accountable for the following responsibilities.
Understand the existence of technical documentation and escalation levels for the assigned product(s) in accordance with service management processes.
Research and understand the assigned E2E business processes.
Participate in RFP documentation for the acquisition of service contracts for the product in scope.
Advise the product team in defining the support model on technical aspects and the scope of each team involved.
Responsible for identifying and diagnosing complex incidents that could not be resolved by levels 1 and 2 by using advanced tools and technical knowledge to find the root cause of the problem.
Implement definitive solutions to restore normal service as quickly as possible, minimizing the impact on business operations.
Work together with the product's human and documentary resources to define a solution to an identified problem.
If necessary, provide visibility to the product team regarding the need to integrate a work group to address the issue.
Participate and provide expert knowledge in critical cases of any other nature required to restore operations as quickly as possible, when support levels (L1, L2, etc., of the support model) cannot resolve the issue.
Keep the product team regularly informed about the health of the applications through incident trend and root cause analysis to recommend action plans.
Participation in the Critical Task Force from the first minute (during business hours).
Technical escalation point, not limited to functional aspects Coordination of KT sessions for AMS Support, not just user demonstration sessions, for the applications.
Detalles de la oferta
- Sin especificar
- 01/04/2025
- 30/06/2025
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