Program Support Specialist

hace 5 días

San Sebastián de los Reyes, Madrid, España Mercedes-Benz Group Services Madrid A tiempo completo
About the Role

We are seeking a highly skilled Program Support Specialist to join our team at Mercedes-Benz Group Services Madrid. As a key member of our organization, you will play a crucial role in ensuring the smooth operation of our Retail of the Future Control Center.

Key Responsibilities
  • Establish and Manage the Retail of the Future Control Center: Lead the development and implementation of a robust support and operations framework that aligns with the strategic objectives of Retail of the Future.
  • Oversee Incident Management: Ensure rapid response and resolution of issues impacting sales operations, and drive excellence by establishing a multi-market support across Region Europe.
  • Develop and Implement Support and Operations Protocols: Analyze performance metrics to identify trends, anticipate potential issues, and initiate preventive measures to ensure continuous improvement.
  • Collaborate with Cross-Functional Teams: Work closely with support, operations, business, and HQ teams to streamline operations and enhance the reliability of retail systems.
  • Provide Strategic Insights and Recommendations: Offer strategic insights and recommendations to senior management to inform decision-making and prioritization of initiatives.
Requirements and Qualifications
  • ITIL Expert or Similar Qualification
  • Proficiency in Support Practices, including monitoring, incident management, etc.
  • Strong Understanding of IT Support & Operations, including service desk management
  • Familiarity with Industry-Standard Tools for support and IT operations, such as Datadog, ServiceNow.
  • Knowledge of ITIL Practices for Service Management
  • Successful Collaboration with Cross-Functional Teams
  • Demonstrated Ability to Design and Implement Support-Standards like monitoring, service desks, MIM etc.
  • Knowledge of Program Management Methodologies and experience in managing complex IT projects.
  • Familiarity with Logging, Monitoring, and Alerting in Datadog
What We Offer
  • Competitive Salary + Variable Compensation
  • Flexible Working Hours
  • 30 Working Days of Holidays
  • Annual Training Plan
  • Professional Certifications
  • Mercedes-Benz Benefits (renting plans, employee discount)
  • 60% Mobile Work

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