Description
Responsibilities:
- Establish support and maintenance schemas following the best practices in the market, associated with ITIL and eTOM models. Management of service desk team activities
- Define and implement escalation schemas, Acting as an escalation point where difficult or controversial calls are received
- Responsible for major incidents and to implement the corrective actions to solve support and maintenance issues in the IT environment
- Support operational statistics and management reports
- Representing the Service support operation and maintenance at meetings
- Arranging staff training and awareness sessions
- Performing briefings to Support and Maintenance staff on changes or deployments that may affect volumes at the ITO Support and Maintenance level
- Assisting analysts in providing first-line and second-line support when workloads are high, or where additional experience is required
- Cover the satisfaction from customer in ITO part
Requirement:
- At least 5 years of experience in IT support up to 2nd or 3rd Line and have experience with helpdesk/call logging tools and implementing Service Desk policy and SLA's
- Working experience of managing support and maintenance processes in Telecom, Managed Service, System Integration, Management Consulting field or similar industry is preferred
- Knowledge of implementing SLA's and best practice
- Deep understanding of ITIL is preferred
- Fluent in English and Spanish