User Experience Operations Support Bucharest

Support Operations is overseeing the
-
- day activities of the IT department ensuring that systems, Services and equipment work reliably and securely

Support Maintaining healthy backlog level within Endpoint teams - in compliance with the ITSM KPIs and SLAs.

Ensures delivery of individual and team projects allocated within the agreed delivery times

Engage with clients as necessary to fully understand their issues and coordinate the the efforts towards solutions

Coordinate major incidents to resolution, coordinate with the internal teams as well as with the vendors

Create, maintain and coordinate regular service maintenance procedures (patching, upgrades, unused device cleanup etc. )

Participate in endpoint project and provide operational support to stay in compliance with Pw
C ITSM standards 

Analyze and monitor incident trends across all endpoint teams and initiate the actions for the team to mitigate incident volumes as required. (e. g ensure the right knowledge base and shift left activities to Service Desk/Local IT teams) 

Direct involvement in incidents, service request and problem tickets (irrespective of priority) Acts as an escalation point for incidents not being resolved in a timely or required quality manner.

Support Endpoint Teams to comply with Change Control Processes and adhere to all standards operating procedures 

Required to communicate clearly with native and
- native English speakers throughout the world

Escalates issues to other service teams and external vendors and leadership 

Support Operations is identifying/driving continuous operational improvements to maintain healthy operational status while optimizing the service.  

In depth experience in Incident, Problem and Change Management processes

Working experience with onboarding new solutions to Operations 

2 years experience in working within multinational operations teams 

Working knowledge of process automation 

Experience in driving CSIs - Continuous Service Improvements 

Advance Knowledge of Service
Now 

Collecting data and the distribution of daily and monthly operational reports suitable for sharing with senior management

Know how in working/building Service
Now and/or Power
BI dashboards around Operational performance

Provide written updates as part of the problem management process on assigned tasks resulting from major incidents

Creation and maintenance of KB articles for the 1st level support and for the 2nd level engineering team

Creation and maintenance of End User documentation

ITIL 4 Certification,

SAFe certification is a plus 

Bachelor of Computer Science preferred

Experience of working with endpoint management solution ( Workspace ONE, Horizon, Microsoft SCCM, Microsoft Intune, Casper) is an advantage

Minimum 2 Years of experience supporting operations as Incident/Problem or Change Manager is a plus