ERP SUPPORT TEAM LEAD (TECHNICAL SUPPORT)

Descripción de la oferta de empleo

Work with the Hub analysts to effectively manage the open incidents and service requests, with a clear focus on customer experience Responsible for performance measurement and management of Hub analysts Manage day-to-day relationships with all support levels (including other hubs) and interdependent business areas Act as liaison to senior stakeholders during major incidents - can be direct point of escalation Ensuring effective and relevant communication to end users and IT teams Drive a culture of documentation of root-causes and resolutions Relationship management with 3rd party provider for 3rd Level support: chasing timely feedback and monitor service levels received Enable a knowledge transfer mechanism between analysts supporting localized solutions to ensure team back-up across regions Ownership of Environments management (Production, Production Support, Testing, Development and vendor black boxes) : refreshes of environments and anonymization of data in non-Production environments Seggregation of Duty controls on transactions posted by different roles. Provide input to improvements on role set-up to mitigate risks Coordinate regression testing in Pre-production environment on account of change releasesCoach and mentor analysts in priorities-setting and stakeholder management

Work with Change experts to ensure handovers relevant training material are made available for BAU Support team.

Provide weekly and monthly performance metrics to different audiences and assist in identification of patterns

Measure effectiveness customer satisfaction of the Hub through surveys and on-time feedback mechanisms

Drive improvements and team performance to comply with agreed Service Levels

Assess optimal staffing model for Hub Production support team to comply with Service Levels

Assist in compliance with previously agreed internal audit controls and measures

Support and engage with the Global Service Quality Team to drive compliance for change and problem management

Incident and problem management contributor/facilitator

Input and support training and transition planning for new team members



Great global opportunity in an international environment Career opportunities in a fast growing environment 3 years plus previous extensive team management experience



Ideally educated to degree level in IT and/or computing technologies and/or background in Finance process support



ITIL savvy



Must be an enthusiastic leader



Focused and results orientated



Customer focused and committed to improving all aspects of the customer experience



Possess a committed and responsible attitude with particular focus on customer satisfaction



Excellent communication and stakeholder management skills, to build and drive positive working relationships both within the Service Desk teams and at all levels of the business



Technical and customer support experience in a European or Global company is required



Fastgrowingmultinational Career opportunities within an international environment Barcelona opportunity for technical professionals with financial understanding.
Ver oferta completa
No me interesa

Detalles de la oferta

Empresa
  • Sin especificar
Salario
  • 41696€
Fecha de publicación
  • 29/03/2019
Fecha de expiración
  • 27/06/2019