Program Support

hace 1 mes

San Sebastián de los Reyes, España Mercedes-Benz Group Services Madrid A tiempo completo

Would you like to join an international atmosphere and being involved in projects across Europe and with impact worldwide having the opportunity to consolidate your career? This is your opportunity


We are looking for a Program Support & Operations Specialist to join our team


Tasks and Responsabilities

Lead the establishment and ongoing management of the Retail of the Future "Control Center", focusing on end-to-end monitoring of business processes and system performance.Oversee incident management to ensure rapid response and resolution of issues impacting sales operations.Develop and implement a robust support and operations framework that aligns with the strategic objectives of Retail of the Future.Drive excellence by establishing a multi-market support across Region Europe.Achieve and enable readiness for support, onboarding, operations, and production.Professionalize standardized processes, tooling and maximum automation.Own all governance and processes related to support and operations, ensuring compliance with Mercedes-Benz standards and best practices.Foster a culture of proactive communication, ensuring that all stakeholders are informed and engaged with the transformation process.Collaborate with cross-functional teams to streamline operations and enhance the reliability of retail systems.Analyze performance metrics to identify trends, anticipate potential issues, and initiate preventive measures.Ensure continuous improvement by regularly reviewing and updating support and operations protocols.Provide strategic insights and recommendations to senior management to inform decision-making and prioritization of initiatives.


Education

Bachelor degree in IT (Computer Science, IT Engineer, Business Informatics or Mathematics)


Languages:

English mandatoryGerman (would be highly appreciated).


Requirements and Experience

ITIL Expert, or similar qualification.Proficiency in support practices, including monitoring, incident management, etc.Strong understanding of IT support & operations, including service desk managementFamiliarity with industry-standard tools for support and IT operations, such as Datadog, ServiceNow.Knowledge of ITIL practices for service management.Successful collaboration with cross-functional teams, including support, operations, business and HQ.Demonstrated ability to design and implement support-standards like monitoring, service desks, MIM etc.Knowledge of program management methodologies and experience in managing complex IT projects.Familiarity with logging, monitoring and alerting in Datadog.


Within our benefits as employee, we provide:


Competitive salary + variable compensationFlexible entering hours30 working days of holidaysAnnual training PlanProfessional CertificationsMercedes Benz benefits (Renting plans, employee discount)60% Mobile work

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