App Service Support en Remoto - Solo México para Lanús - Hireline México

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App Service Support

$ 60,000 a 70,000 MXN (Bruto)

Remoto: México

Empleado de tiempo completo

Nivel de Inglés: Nivel Avanzado

Responsible for Application Management Services & Operations of all Solutions/IT Products/Services and single point of contact to deliver the services at benchmark level and contribute to the business needs/goals.

 

RESPONSIBILITIES :

Primary Duties and Accountabilities

% Time

Steering and delivery of 2 nd , 3 rd level application support and Maintenance for customer reported issues & service requests within agreed  O-KPIs, incl. resource planning, demand management and utilization.

25%

Ensure support contracts for Application Management Services & Operations are in place.

20%

Actively contribute towards improvements in Customer experience, Service Quality and Cost optimization within Product / Solution / Services in ‘Run” and “Maintenance” in strong collaboration with the IT Operation Lead. 

10%

Aid in planning of Support  & Maintenance volumes and ensure contracting based on central scope documentation format.

10%

Reduce complexity through higher standardization and a streamlined processes (e.g. templates / reports / tools) for delivery teams by adapting ITIL and industry best Practices in close collaboration with Solution Operation & Support Excellence.

15%

Building strong collaboration across all organizations and project community for steering and delivery of new Products / Services in application support  by using application support concept !!! Incl knowledge transfer, maintenance of CMDB, support group structures etc.

20%

 

SKILLS :

·          Strong ITIL knowhow

·          Good analytical and problem-solving skills

·          Communications, interpersonal & collaboration skills for international operations

·          Customer and cost orientation

·          Good understanding of Technology, Solution and Product 

·          Knowhow on quality assurance methods, tools and techniques / ability to interpret quality metrics (KPI/SLA etc..)