IT Solution Support Team Leader
DHL International GmbH
Heredia, Provincia de Heredia, Costa Rica
hace 5 días

DHL is hiring a Solution Support Team Leader that is fluent in English and Spanish for its Heredia office.In this role, you will l ead a team of Application Support Specialists that provide application support to the users within DHL.

You will ensure that proper and regular problem management is performed by Application Support Specialists with the aim of finding root causes and eliminating the repetitive issues.

  • Your technical background includes working with one or more of the following technologies : Microsoft Windows Server 2012;
  • SQL Server 2014 or higher versions; Linux Red Hat Enterprise 6.x; Oracle 11g or higher versions; AS / 400 (DB2, CL, RPG)

    Additional day-to-day responsibilities include :

  • Ensures maximum availability and minimal disruption to business continuity in order to meet and exceed all agreed targets, SLA's, and metrics.
  • Serves as primary escalation contact and deals with people both on a business level and IT level to guarantee resolution of their application and systems issues that disrupt the service they depend upon.
  • Plays Recovery Manager Role for emergency incidents providing availability 24x7.
  • Proactively looks for continuous improvement ideas to raise the service quality for better network profitability.
  • Oversees that all tickets assigned to team queue are managed and resolved within the agreed target resolution times.
  • Oversees the proper execution of IT Services processes.
  • Drives forward action plans to assure employee and business colleagues satisfaction based on corresponding opinion surveys.
  • Your background includes :

  • Degree in Computer Science, Information Systems or equivalent experience.
  • At least 4 years of working experience in performing application support.
  • At least 3 years of working experience leading a group of IT professionals ideally in global environments working on follow-the-sun fashion.
  • Strong people orientation while keeping high focus on SLA attainment.
  • Customers and end-users focused.
  • Experience in Continuous Improvements tools and techniques such as Lean or Six Sigma will be considered a plus.
  • Strong communication skills in English and Spanish, both written and oral.
  • Experience working in one or more of the following technologies :
  • Microsoft Windows Server 2012 and SQL Server 2014 or higher versions.
  • Linux Red Hat Enterprise 6.x and Oracle 11g or higher versions.
  • AS / 400 (DB2, CL, RPG)
  • Experience or knowledge in any of these will be considered a plus :
  • Citrix administration or troubleshooting
  • PowerShell
  • Grafana Monitoring
  • Logistics business acumen
  • ITIL Certification or equivalent experience
  • DHL is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.

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