Job Description : Provide expertise for IT infrastructure (e.g. servers, network), application infrastructure (e.g. SAP), and related services (e.
g. Business Continuity) throughout the lifecycle of a deal in accordance with contractually established terms and conditions and established technical standards.
Provides technical input, solutions, and recommendations to deal pursuit. Engaged in and provides support for transition / transformation efforts.
Monitors service delivery compliance to budget, quality standards, and customers and / or internal businesses / end user requirements.
Provides IT infrastructure and / or application infrastructure lifecycle technical support, including planning, project management, installation, on-going management / monitoring / troubleshooting, and de-installation, following operational policies and processes that are compliant with industry standards (e.
g. Information Technology Infrastructure Library (ITIL)). Manages the technical / service relationship between the company and the customer, and between the company and subcontractors / vendors.
Works with the key customers and / or internal businesses / end user representatives (Infrastructure Support Managers, Client Manager and the Account Delivery Manager) to retain customers and build the business.
ITO Service Delivery work is generally performed remotely from the company facility, but may be performed at the customer’s location when required / justified.
Responsibilities : Manage team primarily comprised of Supervisor I, non-exempt or ENT / INT employees, or contingent workforce with well-defined, limited scope, including directing daily work activities / priorities, people recruitment and development, and cost management.
Coach and mentor employee direct reports. Manage FPR process for company employees. Manage team and individual performance.
Role is primarily tactical in nature. Ensure operational excellence by monitoring and ensuring team goals and key contractual commitments are met (e.
g. SLAs or service delivery goals, costs / budget) Advise management and peers on matters of importance to area(s) of responsibility.
May propose and influence direction-setting. Resolve / monitor moderately complex customer escalations as appropriate. Maintain existing customer relationships as well as with other functional managers.
Responsibilities : Integrates technical knowledge and business understanding to create solutions for the company and customers.
Work with team members to resolve complex or cross-technology incidents. Identify potential escalations and alert management proactively.
Participate in customer and internal projects, including transformation. Work as part of a team, which may be virtual, global, and / or multi-functional.
Seen as a resource to the team within area of responsibility. Education and Experience Required : Bachelor's degree in Computer Science or Industrial Engineering, or at least 3 years of working experience.
MUST have at least 5 years of experience leading teams. Good understanding of the below mentioned technologies and good ability to direct clients : -Cloud and Platform Services -Workplace and Mobility Solutions -Analytics -Security -Enterprise and Cloud Apps Customer Service Management.
Business Analysis. Knowledge on ITIL is a plus Excellent Fluency in written and verbal Portuguese is highly desirable.