IT Operations Specialist Junior - Service Desk
Start Date : Q4-2020
Stream Unit : Customer Care
Deadline for applications : January 31st.
Under the supervision and guidance of her / his primary Community of Practice Lead base in Mexico and Product Group Manager based in Barcelona, the Operations Specialist is responsible for sustain, deployment, retirement and leverage for a product or a platform.
The Operations Specialist is responsible for the effective and efficient operational support of the aligned products. S / He is also responsible for operational service management processes to ensure quality, efficiency, productivity and agility goals are achieved.
A day in the life of...
Responsible for the planning and management of all activities associated to coordinate Service Desk activities and responsibilities, such as first level support service delivery, respective quality assuring and technical standards and taking strategic and tactical decisions.
Relationship with other AG / Internal and external specialists and in the partner side, responsible for a Service Desk service operations and support ensuring Nestle Market services support, standards and processes accomplishment.
Has contact with vendors, consultants, contractors, and professional associations to keep informed of existing and evolving trend / industry standards and technologies.
Ensures the delivery of efficient and secure IT operations, supports IT systems that fulfill the needs of the business, and provides input to the development team and tech lead as well as to peers responsible for other aspects of operations.
Oversees the support processes that include incident, problem, change, configuration, and event management.
Ensures IT strategic service partners provide the required level of service, system performance and functionality required to meet business commitments.
Supports the implementation and management of quality and efficiency improvements of IT service delivery, to drive value and support.
Supports market & project testing; supports specification, configuration & sustain activities and utilizes 3rd party services as directed.
Participates in the assessment of external and internal technology capabilities with a focus on suitability for integration with the existing IT operations environment.
Runs small-scale projects (managed work activities) for the deployment of functionalities.
What will make you successful
Bachelor's degree in computer science, information systems, business administration or related field, or equivalent work experience.
3+ years of experience in IT, preferably working in a DevOps environment.
Experience in service management principles and execution.
Demonstrated experience in establishing standard processes and managing performance to achieve key metrics.
Experience explaining technical concepts and technologies.
Experience with effective communication at different levels in the organization and in English.
Experience working in a global environment and with virtual teams.
Experience in an IT Operation environment and Service Delivery needed for these operations.
Problem Management and Root cause mindset.
Leadership and communication skills that energize multi-disciplined work teams to respond to business needs.
Scrum / Agile Methods Foundation (preferred).
English and Spanish (Fluent).
Portuguese - preferred.
Local Language in use in market or ability to interface with local market staff.