Job Description:
The job holder is responsible for end to end user incident resolution, request fulfilment, and incident avoidance through IT operating model and actions defined in ITIL related processes, by leveraging functional/technical capabilities as well as managing external service provider. He/she is playing a key role in the success of operation and service delivery of MGS Digital Technology to all Mars business units within the time zone.
What are we looking for?
- Minimum of 3 years professional experience in Information Technology areas.
- ITIL, PMI, Agile, DevOps, Scrum certifications will be a plus
- Strong customer orientation with a focus on delivery of value-added service.
- Excellent interpersonal skills. Ability to work with individuals/teams across multiple cultures sites and time zones.
- Demonstrated ability to learn new technical skills quickly, and to apply this learning.
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What will be your key responsibilities?
- Manage the demand with the business (CIPs, projects, major incidents, special requests), including address Escalation of incidents/requests/problems/demands from business
- Involvement on transformational programs/projects to provide functional and technical expertise, collaborating with since the design until go live of products, including Service Introduction role when needed
- Service management with 3rd Party vendors based on role model operational excellence, with overall accountability on the metrics for service (SLAs. Availability, performance, etc)
- Development management with 3Rd Party vendors based on role model development excellence, with overall accountability on metrics for development
- Strong collaboration with business to translate business functional requirements into actual practical and working IT solution specifications and assuring high level of satisfaction from the customers
- Manage and execute technical design, development and configuration activities for products and services on CRM/PXM area
- Identify and develop automation opportunities across the business processes and internal processes
- Identify, propose and develop improvements for product and services as part of Problem Management process
- Document solutions developed according to the defined rules in place, to assure global supportability
- Participate and collaborate on a Community of Practices related to his/her functional and technical areas
- Assist with change management activities, including releases and production slots.
What can you expect from Mars?
- Work with diverse and talented Associates, all guided by the Five Principles.
- Join a purpose driven company, where we're striving to build the world we want tomorrow, today.
- Best-in-class learning and development support from day one, including access to our in-house Mars University.
- An industry competitive salary and benefits package, including company bonus.
Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.