Managed Services Supervisor

hace 6 días

Lima, Perú KSR Global A tiempo completo

DESCRIPTION

An important global client is looking for a Managed Services Supervisor to join their IT team

**Responsibilities**:

- Lead the management of Managed Services specified in the clients's internal customer service agreements. These services may include, but are not limited to: Infrastructure (Servers, Backups, Networks, End User Services, SAP (Platform and Database, etc. among others.
- Lead and document planned change meetings to services specified in service agreements.
- Maintain an adequate inventory of changes.
- Lead and document incident meetings to services specified in service agreements. Maintain an adequate inventory of incidents.
- Lead and document problem meetings to services specified in service agreements. Maintain an adequate inventory of problems.
- Lead service agreement presentation meetings.
- Manage service agreements, including documenting, reporting, measuring, evaluating, and taking corrective actions.
- Maintain the list of standard operating procedures for all activities specified in the service agreements.
- Work with external consultants on the various implementations that affect the services specified in the service agreements.
- Ability to self-manage prioritizing according to the need of the service.
- Report to the IT Services Director about problems, impediments, escalations and need for resources in case it is an impediment to the correct provision of services.
- Provide recommendations for improvement and directly influence training of new processes.
- Manage requirements as if it were a project using the PMI methodology
- Mentor other team members.

**REQUIREMENTS**:
**Required Skills**:

- Knowledge of platforms such as Tanium is desirable.
- Required knowledge of ServiceNow platform (Change Management, Incident Management, SLA dashboards
- Knowledge of Agile methodologies
- Knowledge of ITIL and Change Management oriented to customer satisfaction
- Knowledge of IT Governance frameworks
- PMI Project Management Knowledge
- Knowledge of server, backup, and network platform management
- Knowledge of SAP platform and database management
- Knowledge of End User service management (equipment, software, etc.

Required Experience:

- 3 or more years in IT service management
- Bachelor’s degree in systems engineering, Electronics, Networking, Computer Science and related
- Certifications in methodologies such as PMI, ITIL and COBIT
- ** Advance English is required, it will be evaluated during the process, and english interview will take place with a global Manager from the team of United States

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