We're looking for a candidate to fill this position in an exciting company.
Lead a team of IT Service Managers
Monitor and manage SLAs / SLA fulfillment
Drive optimization of the broader Service Desk support model and eco-system by formalizing process and engagement mechanisms with multiple external and internal stakeholders
Ensure adherence to and continuous improvement of processes and procedures relating to analysis, design, development, implementation, configuration, and full life cycle management.
Building and implementing observability for applications health/performance/capacity”
“Automate toil work”.
Maintain a portfolio of all items within your area of responsibility ensuring all components have a clear development roadmap, risk status, and clearly documented support and maintenance support agreements and arrangements.
Establish and review relationships with third party suppliers and support organizations to ensure that all aspects of the service are supported effectively and efficiently.
Influence locally based colleagues and global counterparts, creating trusted relationships and driving higher levels of engagement and service satisfaction with our colleagues.
Develop the IT team professionally through guidance, coaching, and associated performance management to maximize performance and engagement.
Drive improvements & innovations and collaborate with multiple global stakeholders and support functions across Mondia to reduce Service Desk ticket volume and business disruption caused by IT outages.
Be an active part of the 24/7 on-duty service.
Bachelor’s degree within the IT field plus 5+ years of relevant industry experience
Track record of improving standards and processes while driving efficiencies.
Professional experience in current IT technologies and latest industry trends
Extensive experience with tools like Freshdesk, Jira, NewRelic, Slack, Office365, and dashboard solutions.
Expertise in the field of IT security, data protection, auditing, and business continuity processes
Solid background in IT operations and an excellent understanding of ITIL methodologies with an ITIL certification
Solid experience with deployment and monitoring of highly scalable products
Experience in the fields of SRE, DevOps, or production engineering
Experience with SRE best practice, working knowledge of observability principles is a big plus as well as the ability to led and mentor other engineers in the team for SRE best practice.
Target driven, enthusiastic, hands-on mentality, and self-motivated.
Strong planning and organizational skills for our future growth and development
High energy and comfortable working under pressure
Ability to take initiative, inspire, and motivate those around you.
Strong written and verbal communication skills (German and English)
Experience in managing and leading a tech team.
Responsible for mentoring, guiding, and retaining a high function team.
Strong problem solving and organizational skills.
A natural at building relationship and trust.
Advanced facilitating skills.
Strong communication and conflict resolution skills.