It Operations And Service Management Lead

hace 6 días

Barcelona, España Zurich Insurance A tiempo completo

.Our opportunityWe are seeking a highly skilled and experienced IT Operations and Service Management Lead to join our dynamic team. In this role, you will be responsible for leading and managing the operation and service provision of critical IT applications ensuring that the applications are running efficiently, meeting performance standards and agreed service levels. You work closely with customer support and operations teams, incident managers and product managers, to minimize downtime and enhance user satisfaction.Your roleAs an IT Operations and Service Management Lead your main responsibilities will involve:Operational Oversight - Lead and manage the stable operation of multiple IT applications. Ensure operations stay within budget and meet required quality standards.Service Management - Align application services with business needs and SLAs. - Establish and oversee key service management processes, including incident and problem management.Strategy and Planning - Develop and maintain an operations and service management strategy, covering operation plans, budgets, and timelines.Performance Monitoring - Utilize monitoring tools to track application performance, availability, and capacity, making necessary adjustments to meet service standardsDocumentation and Methodologies - Continuously improve and maintain accurate, up-to-date operations and service management documentation. Ensures it is complete, accurate, up-to-date and aligned among stakeholdersContinuous Improvement – Pro-actively identify and implement process improvements to enhance application operations' efficiency and effectiveness. Retro-actively conduct root cause analysis for major incidents. Implement corrective actions to prevent future incidentsStakeholder Engagement - Act as the primary contact for business units to ensure operations and service management best support their application needs and business goals.Reporting - Provide regular reports and updates to stakeholders, including monitoring and availability KPIs.Risk Management - Manage operations and service risks, issues, and dependencies. Implement appropriate mitigation strategies.Supplier Management - Oversee level 1.5 service desk supplier and resources to ensure efficient and effective operation.Controls and Security - Oversee operational and service management controls and security procedures. Educate stakeholders on these controls and procedures.Disaster Recovery and Readiness - Handle DR and business criticality topics, vulnerability management, and operational readiness.Relationship Management - Develop and maintain strong relationships with stakeholders, product owners, project sponsors, and vendors.Innovation: - Stay informed about new technologies and trends. Recommend innovative solutions to enhance application performance and service delivery

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