DevOps Service Desk Lead

**Our opportunity**

Zurich is heavily transforming to an organization where all our projects are built following DevOps methodologies. You have the chance to actively be part of this transformation and help shaping the future.

You will be in charge of managing daily operations of the DevOps CoE service desk and coordinating the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving ensuring service excellence and SLAs compliance.

**Your role**

**As a **DevOps Service Desk Lead **your main responsibilities will involve**:

- Responsible for DevOps CoE services delivery excellence.
- Effectively managing, developing, and training the service desk team.
- Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and continuously improved.
- Conducting reviews and sharing results from service and operation performance.
- Delivering customer service through multiple channels including human, self-service, and automated.
- Coordinate a distributed support team ensuring that incoming requests are delivered with quality.
- Resolve incoming requests: project onboarding, technical support, incidents.
- Own, troubleshoot, solve customer technical issues, using collaboration and best practices, giving transparency within and across the team or customers.
- Ensure service desk availability and SLAs compliance
- Fix and provide support for incidents and problems. Perform profiling, troubleshooting of existing solutions.
- Implement specific tools customizations based on clients' need.
- Coordinate and/or perform daily operational and support tasks.
- Review Ticket Queue, Initial Analysis of Incidents, Troubleshooting incidents/issues until ticket closure and Root Cause Analysis as appropriate.
- Interpret logs to troubleshoot and resolve reported incidents and defects.
- Coordination with Clients and other teams.
- Ensure adherence of process/standards.

**Your Skills and Experience**

**As a **DevOps Service Desk Lead **your skills and qualifications will ideally include**:

- Degree in Computer Science, Information Systems, or related field
- Professional experience with the Atlassian and Micro Focus toolset
- Understanding of software development and software testing methodologies along with change and configuration management practices in multiple environments.
- High communication and stakeholder management skills. Demonstrated ability to explain complex technical issues to both technical and non-technical audiences.
- Own a collaborative, partnership mentality. Team player with a positive attitude, effective communication using English verbal, written & interpersonal skills
- Ability to think outside of the box and be innovative by keeping abreast of current trends, identifying opportunities to bring in change for business benefit
- Demonstrated experience providing end-user support
- Excellent English communication skills - written and spoken

Technical Skills
- 3+ years of experience in Technical Support, Software Services, and/or system administration
- Deep Knowledge of Atlassian tools: Jira, Bamboo, Bitbucket and Confluence. Atlassian certifications are a plus
- Deep Knowledge of Micro Focus tools: ALM, UFT
- Experience with automated deployment, continuous integration, and release engineering tools GitHub, Jenkins, SonarQube, Nexus
- Experience with AWS cloud computing platform
- Demonstrated technical competence with database skills, with the expertise to write and update SQL queries with ease
- Middleware server's configuration and fine tuning (Apache, TomCat, proxies, etc)

**Additional Information**

**As well as a competitive salary and a yearly bonus we offer benefits package which includes**:

- Option to **work remotely within Spain** even up to 100% - you choose
- Flexible working hours
- Wide range of internal and external trainings
- Free English, German and Spanish classes depending on the needs
- Ticket restaurant
- Life Insurance
- Pension Plan - after 1 year in the company
- Referral bonus if you bring other talented people like you
- Special banking and insurance conditions
- Exclusive Employees discounts

LI-Hybrid

**Who we are**

Looking for a challenging and inspiring work environment where you can make a difference? At Zurich millions of individuals and businesses place their trust in our products and services every day. Our 53,000 employees worldwide form the basis of our success, enabling, businesses and communities to face a world of risk with confidence. Imagine if you could help people do this all over the world. You’d give them confidence and reassurance by protecting what they love most. It’s a big challenge, but you will be supported by a world-class team who believe in helping you to reach your full potential and deliver on our promises.

**Diversity & Inclusion**

At Zurich we are an equal opportunity employer. We attract and retain the