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IT Director, Enterprise Application Management
hace 2 meses
Job Summary
Dynatrace 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 applications, including Salesforce, SAP SuccessFactors, NetSuite, and Zendesk.
Key Responsibilities
- Build and lead a high-performing team that operates with a customer-centric mindset, focusing on delivering exceptional service to our internal customers.
- Coach and mentor a team of production support analysts, including performance management, goal setting, and professional development.
- Define and enable incident management, problem management, and knowledge management processes aligned with ITIL best practices.
- Establish, monitor, and report on the team's service level agreements (SLAs) and service level objectives (SLOs).
- Bring an automation-first mindset to solving business problems, ensuring efficient and effective resolution of customer issues within defined SLAs.
- Develop and implement capacity management strategies to support the team's workload and ensure adequate coverage during peak periods.
- Monitor and measure ticket volumes, identifying trends and areas for continuous improvement.
- Develop and maintain standards of practice for release and environment management.
Requirements
- Proven experience in leading high-performing teams and driving business outcomes.
- Strong technical knowledge of enterprise applications and IT service management processes.
- Excellent leadership, communication, and interpersonal skills.
- Ability to work in a hybrid environment and collaborate with global teams.
About Dynatrace Software GmbH
Dynatrace Software GmbH is a leading provider of digital intelligence solutions, helping businesses navigate the complexities of digital transformation. Our team is passionate about delivering exceptional customer experiences and driving business success through innovative technology and expertise.
