Senior Support Operations

hace 8 meses

Madrid, España Celonis SE A tiempo completo

We're Celonis, the global leader in process mining technology, and we’ve delivered enormous value to the world’s largest and most esteemed companies. To continue to help organizations uncover hidden business value opportunities, reduce carbon emissions, and radically improve customer service, we need you to join us.

**The Team**:
The Engineering Support Operations team is an enabler of the Engineering department and helps the Engineering organization deliver on its vision of **performance**, **reliability**, **value **and **timeliness. **We strategically and operationally define the ways to Improve productivity/efficiency of teams, improve the Engineering orgs effectiveness in support management, guide the organization to deliver a trustworthy Service and guide the organization to** deliver an enterprise grade Product.**

**The Role**:
As a Senior Support Operations Program Manager, in the Support Operations team, you will have full end-to end responsibility in creating and running programs, with a specific focus on Security Vulnerability management, working closely together with the Security Engineering Team to drive the restoration of security vulnerabilities as well as defining and improving the the related processes. You will also work on projects to improve the support performance of Celonis with a focus on the engineering organization and identifying improvement measures for daily operations that will ultimately lead to higher customer satisfaction. In this interdisciplinary role, you will integrate project management, analytical and operations skills together with process improvement practices.

In order to manage your own projects and successfully deliver them, you will be expected to collaborate and develop strong long-standing relationships with internal and external stakeholders cross-functionally.

**The work you’ll do**:
**Responsibilities**:

- **Vulnerability Operations Management**: Work closely with the Security Engineering team to develop and implement security vulnerability operations processes and governance, including prioritization, and remediation of security vulnerabilities in order to ensure that vulnerabilities found are addressed in a timely manner.
- **Incident Response**:Integrate vulnerability management with incident response procedures to address vulnerabilities exploited during security incidents promptly.
- **Vulnerability Reporting**: Generate reports on the status of security vulnerabilities, remediation efforts, and compliance with security policies and regulations. Provide regular updates to management and stakeholders regarding the organization's security posture.
- **Lead and Manage Projects**: Directly oversee projects from definition through execution, ensuring alignment with Engineering's goals and delivering top-quality results within the planned scope and timeline.
- **Independently Drive Process Improvements**:Take full ownership of end-to-end support process enhancements, proactively identifying and implementing improvements to streamline operations and enhance efficiency.
- **Conduct Data Analysis for Actionable Insights**: Utilize data analytics to identify trends, perform root cause analysis, and recommend actionable insights for process optimization across support and engineering teams.
- **Coordinate Across Teams for Integration**:Recommend and facilitate the integration of project plans and schedules across various teams, ensuring cohesive execution of interrelated tasks.
- **Operate Autonomously Within Defined Responsibilities**: Work independently, managing assigned tasks while providing clear, regular updates to upper management on progress and outcomes.
- **Recommend Solutions Based on Experience**:Leverage extensive experience to propose innovative ideas and solutions to challenges faced by the team, enhancing project outcomes and team efficiency.
- **Facilitate Cross-Pollination of Ideas**: Generate and share ideas across multiple initiatives, enhancing creativity and innovation within the team.
- **Influence and Obtain Stakeholder Approval**:Consult with stakeholders on proposed actions, effectively communicating benefits and obtaining buy-in for implementation.
- Implement Identified Actions Across Areas: Drive the execution of actions derived from insights, ensuring timely delivery of impactful results across multiple areas of responsibility.
- **Enhance Team Knowledge and Skills**:Actively contribute to the development and dissemination of knowledge within the team, enhancing collective expertise in support processes and tools.
- **Improve Communication and Documentation**: Produce high-quality, clear, and concise documentation and presentations, effectively communicating analysis findings, action plans, and risks to teams and leadership.
- **Lead by Example in Teamwork and Leadership**: Foster a collaborative environment, mentoring less experienced team members, aligning team efforts with organizational goals, and leading enablement acti

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