.**General Description**:**Key Responsibilities**:Monitoring and responding to open tickets submitted through an incident management system.Prioritize and handle service requests and incidents.Request and Incident & Problem Management - Triage incoming requests and assign to relevant Support Level. Ensure that all requests and incidents are responded within the time specified by the Service Level agreements. Conduct all Daily activities in accordance with change control procedures.Change Execution - Execute changes within the system as specified by change request procedures.Progress issues and provide relevant information for troubleshooting or for clarification.Identify opportunities for process improvement and contribute to departmental initiatives.Work collaboratively with Account Managers on change requests, managing issues and establishing priorities.Handle late night and weekend emergency support on as required.Resolve system problems during non-business hours or backlogs by providing off-hours support as needed.Follow up of problems, root cause analysis and resolution for the incidentsMake recommendations towards the development of new code or reuse of existing code.Might participate in individual or end-to-end component and data architecture designs, integration approaches, performance monitoring, product evaluation.Responsible for gathering, compiling and analyzing information of services performance.- Following of procurement for services and tools renewals.**Education/Certifications**:Bachelor's Degree in Computer Science, Information Systems, or other related field.ITIL framework knowledge**Previous Work Experience**:**At least 5 years of experience**:Work experience which should include Back-End technical analysis, Web programming and Database setup/management experience (Java, Oracle,.Net C#, SQL).Work experience on Mainframe technologies (Adabas Natural).Work experience on Web-based EDI services for buyers and suppliers.Work experience on Warehouse Management SystemsWorking experience in Production Support with ITIL framework, and lead issue triaging, communication, and incident management.Quick & Excellent Problem Solving skills for complex & large scale problems.Experience in the automotive industry is a plus (Supply Chain Management, Procurement, Warehouse process, Aftersales & others)**Other Knowledge, Skills and Abilities**:Experience using modern development management tools for example JIRA.Experience of working in an Agile environment using SCRUM techniques.Team leadership and negotiation experience/proficiency.Strong business analysis competency.Analytical mindset to resolve issues in a variety of complex situations.Hands-on experience in working in Global Delivery Model with onsite/offshore resourcesAbility to manage and prioritize tasks efficientlyExcellent written and verbal communication skills. Executive presentations is a must