Head of IT for Enterprise Application Management
hace 4 semanas
Position Overview
Dynatrace is seeking a seasoned IT Director to join our internal Business Systems division (Corporate IT) and spearhead our Enterprise Application Management team.
In this role, you will oversee our Production team, which is accountable for L1 / L2 support, incident resolution, release management, and monitoring across our suite of enterprise applications, including Salesforce, SAP SuccessFactors, NetSuite, and Zendesk. The ideal candidate will possess a wealth of experience in developing scalable processes to facilitate the ongoing technological advancements of the business.
We are looking for a genuine people leader who can guide and nurture their team. Your team will be distributed across various regions, and you will play a pivotal role in the Business Systems Leadership Team.
This position offers a hybrid work environment. Relocation options are available.
Key Responsibilities
- Build and lead a high-performing team with a strong customer service orientation.
- Mentor and coach a team of Production Support analysts, focusing on performance management and goal setting.
- Define and implement Incident Management, Problem Management, and Knowledge Management processes with an ITIL framework.
- Establish, monitor, and report on the team's Service Level Agreements (SLA) and Service Level Objectives (SLO).
- Adopt an Automation-first approach to address business challenges.
- Ensure customer issue resolutions adhere to defined SLAs and assess customer satisfaction through feedback mechanisms.
- Develop capacity management strategies to meet team demand.
- Analyze ticket volumes and trends with a mindset geared towards continuous improvement.
- Create coverage plans and schedules for end-of-month, quarter, and year support.
- Set standards for Release and Environment management practices.
Qualifications
- Over 10 years of experience leading and managing L1/L2 Production Support teams in a global organization.
- Familiarity with applications such as Salesforce, NetSuite, SAP, Zendesk, and Varicent.
- Demonstrated success in building high-performing teams and establishing processes and strategies.
- Hands-on experience with Incident Management, Problem Management, Knowledge Management, and Root Cause Analysis.
- Ambitious and highly motivated team player dedicated to delivering exceptional customer support aligned with Business Systems objectives.
- Ability to thrive under pressure.
- Experience with ticketing systems like Freshworks, including the development of team dashboards.
- Excellent written and verbal communication skills, capable of engaging with users at various levels of application proficiency.
- Ability to effectively manage multiple tasks simultaneously.
- ITIL certification is advantageous.
Additional Insights
- A one-product software company delivering significant value to major enterprises and millions of end-users globally, aiming for a world where software operates flawlessly.
- Engage with the latest technologies and be at the forefront of innovation across various domains, including marketing, design, and research.
- A team that embraces creativity, welcomes unconventional ideas, and challenges the status quo.
- An environment that promotes innovation, encourages collaborative creativity, and supports your growth.
- A globally unique and customized career development program that recognizes your potential, enhances your strengths, and assists you in achieving your career aspirations.
- A truly international perspective with Dynatracers from diverse countries and cultures worldwide, with English as the corporate language uniting us.
- A culture shaped by the varied personalities, expertise, and backgrounds of our global team.
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