IT Analyst, IT Operations
Bacardi
Escazu
hace 7 días

About the role

As Analyst, IT Operations you are part of the Application and Infrastructure Support structure. You monitor, support and deliver technology infrastructure and network, ensuring network and voice services reliability and stability, with no business disruption.

You ensure best and adequate support to all employees in your organization (would it be headquarters, plants, salesforces, distribution centers,.

  • on IT operations network, collaboration tools, end-users computing. In some cases support is run internally, in some via external partners.
  • You are doing Level 2 / 3 support.You also support small IT projects (hardware or software replacement, new infrastructure,.

  • reaching your site(s), you provide the local knowledge (vendors, maintenance, history, security, local regulations if any,.
  • and personal leadership when required. You are in first line to organize end-users education on any new technology and training on new tools to leverage powerful solutions to their maximum.
  • In some instances you own small local project yourself.At this position, you will typically report to a Senior Analyst, IT Operations or to a Team leader, IT Operations.

    Key accountabilities and responsibilities

    Impeccable management of Site(s) Infrastructure, Operations and Helpdesk

  • Guarantee the network connectivity to all employees working in your site / plant / ..
  • Capture and dispatch incidents (L1 / 2 / 3) related to infrastructure & application issues (depends on support model existing in your sites)
  • Manage local / outsourced teams to deliver the agreed SLA to the business
  • Support local legacy application, if any left that has not been replaced yet
  • Maintain the local server room infrastructure (whenever in your scope)
  • Support any small local project in manufacturing impacting network (example-scanning devices)
  • Be the local expert of IT controls (security, data privacy)
  • Be the local contact for the global IT teams to manage global projects (example : voice over IP, SySaid,..)
  • Support any local Business meetings, VIP support when required
  • Input into Operations budget if required
  • Vendor Management

  • Monitor the day to day service level from our external partners / vendors
  • Conduct regular meeting with vendor to review performance & SLA
  • Coordinate Disaster Recovery Drill together with vendor and 3rd parties for your site(s)
  • Communication with : Both Internal and External Parties Level of Communication : Convey information Innovation : Identify, develop, and make improvements to new ideas, techniques, procedures, services, or products : Check - make minor changes

    Measures of success

    SLA (Service Level Agreements) are reached on all infrastructure and ApplicationsReduction of the number of tickets per quarterDeliver on time, on budget and on quality the assigned projects

    Critical experiences for success

    To be successful in this role you will have / be :

  • Understanding of ITIL methodology
  • Understanding of hardware, software systems, SAP and network technologies
  • Understanding of IT governance and operations, IT controls (privacy, security)
  • Ability to communicate to end-users, ability to explain technology
  • Business Knowledge - Understand the business and business processes
  • Understand the impact of technology on the business processes / results (example impact of one minute server outage on the production of bottles)
  • Experience in running Helpdesk / support to end-users, incident management, data center management
  • Experience in project management and team management
  • Deep problem solving, root cause analysis capabilities
  • Experience in crisis management
  • Proficiency in English language skills
  • The following experiences are recommended :

  • Fluent in another language than English
  • Experience / exposure to different markets dynamics / specificities / cultures
  • Our ways of working

    Our family legacy has positively influenced our ways of working and has shaped the values to which our employees aspire.

    We’re caring, like a family, and not only internally, but also in the wider communities in which we operate. This is demonstrated by our commitment to both act responsibly and promote the choice to drink responsibly.

    We trust one another, and through that trust are able to forge strong teams and networks that empower our matrix organization structure.

    We’re passionate, reflecting our Latin heritage, and this means that we commit more than just time to our work : we commit energy, heart and soul.

    We are dedicated to being a role model in our industry, and we approach everything we do with Integrity First. Together, our values help us create what we’re most proud of : our True Heart and Winning Spirit both in our home markets and across the world.

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