Operational Stability And Excellence

Detalles de la oferta

.Operational Stability and ExcellenceJob Summary Manages a global team of IT support engineers responsible for operational stability, governance, and excellence. Researches, designs, develops, operates, and maintains support services for existing and new business applications and/or information systems solutions through integration of technical and business requirements per standard HP IT process methodology (such as ITIL and ITSM). Typical customers are HP end users and various functional areas such as Supply Chain, Research and Development, Marketing, Finance, a business, or the company.Key ResponsibilitiesLeadership and Management: Lead, mentor, and develop a team of IT service professionals across India, US, Guadalajara, and other global hubs. Establish and maintain a culture of high performance, continuous improvement, and customer-centric service delivery. Provide strategic direction and leadership to ensure alignment with global IT objectives and regional business needs. Identify potential escalations and proactively notify management, leading matters through L3, and actively participating in L2 resolution.Service Operations Management: Provide direction and assistance to direct reports to meet or exceed operations stability SLAs and customer satisfaction. Manage incident, problem, change, and release management processes, ensuring compliance with ITIL standards. Monitor and analyze service performance metrics to identify areas for improvement and implement corrective actions.Audit, Monitoring, Compliance, and Reporting: Support the establishment of key performance indicators (KPIs) and metrics to monitor the effectiveness of process improvements and assist in preparing reports and presentations to communicate findings and progress. Support audits and inspections as SME for IT compliance, SOX IT audits, and maintain IT controls for audit readiness.Service Delivery and Support: Monitor and manage the performance of IT services to ensure they meet agreed-upon service levels. Coordinate with other IT and business teams to ensure timely resolution of incidents and problems. Drive root cause analysis and implement corrective actions to prevent recurring issues.Stakeholder Engagement: Act as the primary point of contact for IT and business leaders and stakeholders for IT service delivery and operational excellence. Build and maintain strong relationships with key stakeholders to understand their needs and ensure IT services meet business requirements.Continuous Improvement: Identify opportunities for process improvements and implement changes to enhance service efficiency and effectiveness. Lead initiatives to improve customer satisfaction and service quality.Training and Support: Provide training and support to staff members on new or revised processes, ensuring understanding and compliance with established procedures


Salario Nominal: A convenir

Fuente: Jobtome_Ppc

Requisitos

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