Introdução
Claire Joster is currently recruiting for a reference client in the Financial Services area, which intends to strengthen its internal structure with the integration of a IT Operations and Incident Management Coordinator (m/f).
Função
• Coordinating and communicating the improvement measures for 1st and 2nd level support together with HQ AMS team;
• Ownership of Incident and Problem Management process implementation in DD&M;
• Ensuring incident and problem management processes are followed by DD&M teams in quality;
• Supervise and increase the End-to-End support maturity of Value Streams and Functional Domains (application teams);
• Provision of high-level Incident and Problem Management Reports;
• Enablement of application responsible(s) for self-service reporting;
• Integration of external partners into our standard incident management process;
• Handing over newly developed applications into AMS support;
• OKR and Backlog planning for Operations team;
• Maintenance of our configuration items and setup of service trees in ITSM;
• Rollout of our monitoring approach to additional applications;
• Coordination of the ITSCM activities in DD&M;
• Rolling out the monitoring approach to further applications.
Requisitos
• Degree in an IT or related subject on bachelor’s level, preferably master’s degree;
• Experience in communicating with internal and external stakeholders;
• Multiple years of experience in operating IT systems, especially in Incident and Problem Management processes;
• Experience in relevant ITIL processes;
• Experience with web, mobile and SaaS technologies, preferably based on Cloud Services by Amazon (AWS);
• Experience in agile setups;
• Ability to achieve results in a quickly changing environment;
• Knowledge of Atlassian Collaboration Tools (Jira/Confluence) and ITSM;
• Proven very good knowledge of English.