IT Operations Service Leader

hace 4 semanas

Madrid, Madrid, España ESML SD Iberia Holding S A U A tiempo completo

We are seeking individuals who can significantly contribute to pioneering advancements in Research & Development, enhancing value not only for our organization but also for the broader industry.

Are you eager to make a difference daily by ensuring safety and providing peace of mind? Do you aspire to be part of a dedicated and passionate team that views security as a fundamental right? Are you interested in a company where innovation and technology are central to its solutions?

We currently have an opening for an IT Operations Service Leader focused on Marketing Acquisition with the expertise to join our Technology HUB.

Key Responsibilities:

Lead and coordinate a service team that supports the deliverables of two development teams. Serve as the primary liaison with other service teams and our development teams to facilitate troubleshooting. Align service operations with the Delivery Life Cycle. Maintain a prioritized backlog of issues to be addressed by the development teams. Define and enhance health checks. Acquire and maintain a comprehensive understanding of infrastructure and software applications related to Marketing Acquisition processes to assist the team in resolving issues and enhancing performance. Optimize current operational processes by developing procedures that empower first-level support to resolve calls and issues related to the application. Challenge technical leads and development teams on improvements regarding observability, monitoring, and business performance tracking. Manage escalated issues and ensure prompt follow-up on outstanding matters. Prepare reports by collecting, analyzing, and summarizing relevant information. Stay updated on product functionalities to autonomously analyze root causes of operational malfunctions and provide resolutions to prevent recurrence. During required interventions, leverage knowledge of all hardware and software applications related to processes to manage and resolve incidents independently, with team support when escalation is necessary.

Required Qualifications:

Minimum of 5 years of experience in IT as an IT Operations Support Analyst, preferably in corporate settings. Bachelor's degree in Telecommunications, Systems Engineering, or related fields. Proficiency in English: B2 level. Experience in a demanding Production Service environment with a focus on continuous improvement. Familiarity with IT tools such as Remedy, Jira, ElasticSearch, Kibana, Postman, and Confluence. Knowledge of non-relational databases (MongoDB). Skills in log and code analysis. Experience with Agile methodologies. Willingness to work specific nights for scheduled technical tasks and travel abroad for client solutions rollout (up to three times a year).

Competencies:

Excellent customer interface skills. Strong analytical capabilities. Attention to detail and a strong desire to learn. Proficient in problem management. An enthusiastic and energetic individual with a commitment to fostering a positive work environment. Independent problem solver capable of prioritizing tasks, making sound judgments, and facilitating efficient decision-making. A strong cultural fit – high energy, flexibility, exceptional communication skills, and a collaborative spirit.

Strong alignment with our core values:

Passionate in Everything We Do: Our team exhibits an unmistakable energy that drives us to delight our customers and create impactful solutions swiftly. Committed to Making a Difference: We deliver on our promises with excellence, demonstrating accountability and focus. Always Innovating: We embrace innovation as a continuous mindset, inspiring us to think differently and improve consistently. We are risk-takers who learn continuously. Winning as a Team: Our team understands that leveraging each other's strengths and investing in team development leads to success. With Trust & Responsibility: Integrity is fundamental to our success. We value humility, honesty, and deep expertise, always doing the right thing.

Our team is dedicated to connecting knowledgeable and decisive experts with innovative technology to safeguard what matters most.

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