Head of IT for Enterprise Application Management
hace 4 semanas
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 responsible for L1 / L2 support, incident management, release coordination, and monitoring across our enterprise applications, including Salesforce, SAP SuccessFactors, NetSuite, and Zendesk. The ideal candidate will possess a strong background in developing scalable processes to facilitate the ongoing technological advancements of the business.
We are looking for a genuine people leader who can mentor and nurture their team. Your team will be distributed across various regions, and you will play a crucial role in the Business Systems Leadership Team.
This position offers a hybrid work model, and we are open to considering relocations.
- Establish and lead a high-performing team focused on customer service excellence.
- Guide and mentor a team of Production Support analysts, including performance evaluations and goal setting.
- Define and implement Incident Management, Problem Management, and Knowledge Management processes with an ITIL approach.
- Monitor and report on the team's Service Level Agreements (SLA) and Service Level Objectives (SLO).
- Adopt an Automation-first mindset to address business challenges.
- Ensure timely resolution of customer issues within defined SLAs and assess customer satisfaction through feedback mechanisms.
- Develop capacity management strategies to meet team demand.
- Analyze ticket volumes for trends with a focus on continuous improvement.
- Create coverage plans and schedules for end-of-month, quarter, and year support.
- Establish best practices for Release and Environment management.
- Extensive and proven experience in leading and managing L1/L2 Production Support teams within a global organization.
- Familiarity with applications such as Salesforce, NetSuite, SAP, Zendesk, and Varicent.
- Demonstrated success in building high-performing teams and developing 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.
- Proficient in managing multiple tasks simultaneously.
- ITIL certification is advantageous.
- A one-product software company dedicated to creating significant value for large enterprises and millions of end customers globally, striving for a world where software operates flawlessly.
- Engage with the latest technologies and be at the forefront of innovation in technology and other domains such as marketing, design, and research.
- A team that embraces unconventional ideas and pushes boundaries.
- An environment that promotes innovation, fosters creative collaboration, and supports your growth.
- A globally unique and tailor-made career development program that recognizes your potential, enhances your strengths, and assists you in achieving your career aspirations.
- A truly international mindset with Dynatracers from diverse countries and cultures worldwide, with English as the corporate language connecting us all.
- A culture shaped by the diverse personalities, expertise, and backgrounds of our global team.
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Head of IT for Enterprise Application Management
hace 4 semanas
Barcelona, Barcelona, España Dynatrace A tiempo completoPosition OverviewDynatrace 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...
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Barcelona, Barcelona, España dynaTrace software GmbH A tiempo completoDynatrace software GmbH is seeking an experienced IT Director to lead our Enterprise Application Management team within our Business Systems department.The successful candidate will be responsible for leading a high-performing team that operates with a customer-centric mindset, providing exceptional support to our enterprise applications, including...
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Barcelona, Barcelona, España dynaTrace software GmbH A tiempo completoDynatrace software GmbH is seeking an experienced IT Director to lead our Enterprise Application Management team within our Business Systems department.The successful candidate will be responsible for leading a high-performing team that operates with a customer-centric mindset, providing exceptional support to our enterprise applications, including...
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Barcelona, Barcelona, España dynaTrace software GmbH A tiempo completoDynatrace software GmbH is seeking an experienced IT Director to lead our Enterprise Application Management team within our internal Business Systems department.The successful candidate will be responsible for leading a high-performing team that operates with a customer-centric mindset, providing L1/L2 support, incident, release, and monitoring management...
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Barcelona, Barcelona, España dynaTrace software GmbH A tiempo completoDynatrace software GmbH is seeking an experienced IT Director to lead our Enterprise Application Management team within our internal Business Systems department.The successful candidate will be responsible for leading a high-performing team that operates with a customer-centric mindset, providing L1/L2 support, incident, release, and monitoring management...
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Barcelona, Barcelona, España dynaTrace software GmbH A tiempo completoDynatrace software GmbH is seeking an experienced IT Director to lead our Enterprise Application Management team within our internal Business Systems department (Corporate IT). As a key member of the Business Systems Leadership Team, you will be responsible for overseeing the Production team, which provides L1 / L2 support, incident, release, and monitoring...
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Barcelona, Barcelona, España dynaTrace software GmbH A tiempo completoDynatrace software GmbH is seeking an experienced IT Director to lead our Enterprise Application Management team within our internal Business Systems department (Corporate IT). As a key member of the Business Systems Leadership Team, you will be responsible for overseeing the Production team, which provides L1 / L2 support, incident, release, and monitoring...
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Barcelona, Barcelona, España Dynatrace A tiempo completoJob SummaryDynatrace is seeking an experienced IT Director to lead our Enterprise Application Management team. As a key member of our Business Systems Leadership Team, you will be responsible for building and leading a high-performing team that operates with a customer service mindset.Key ResponsibilitiesCoach and mentor a team of Production Support...
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Barcelona, Barcelona, España Dynatrace A tiempo completoAbout DynatraceDynatrace exists to make software work perfectly. Our platform combines broad and deep observability and continuous runtime application security with advanced AIOps to provide answers and intelligent automation from data. This enables innovators to modernize and automate cloud operations, deliver software faster and more securely, and ensure...
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Barcelona, Barcelona, España Dynatrace A tiempo completoAbout DynatraceDynatrace exists to make software work perfectly. Our platform combines broad and deep observability and continuous runtime application security with advanced AIOps to provide answers and intelligent automation from data. This enables innovators to modernize and automate cloud operations, deliver software faster and more securely, and ensure...
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Barcelona, Barcelona, España Dynatrace Software Gmbh A tiempo completoJob SummaryDynatrace Software GmbH is seeking an experienced IT Director to lead our Enterprise Application Management team within our Business Systems department. As a key member of our leadership team, you will be responsible for overseeing the production team responsible for L1/L2 support, incident, release, and monitoring management across our enterprise...
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Barcelona, Barcelona, España Dynatrace Software Gmbh A tiempo completoJob SummaryDynatrace Software GmbH is seeking an experienced IT Director to lead our Enterprise Application Management team within our Business Systems department. As a key member of our leadership team, you will be responsible for overseeing the production team responsible for L1/L2 support, incident, release, and monitoring management across our enterprise...
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