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Program Support %26 Operations Manager - (Job Number: MER0003ABD)
Responder al anuncioResponsibilities:
- Functional ownership of Retail of the Future Support & Operations including all governance and processes related to support and operations, ensuring compliance with Mercedes-Benz standards and best practices.
- Implementing the "mission control center" and ensuring production readiness.
- Coordinate activities between One Operational Excellence Unit and 2nd level support towards product teams with regards to Support, Operations and SRE.
- In collaboration and alignment with the business and IT departments of Retail of the Future, define overarching standards, guidelines and requirements related to Service Management, Support & Operations.
- Lead and manage IT operations, including network infrastructure, server management, and cloud services, to ensure the reliability and performance of systems.
- Responsible as central control center for on-call duty operations and conceptual design and coordination with the responder teams on all aspects such as process, tools, documentation and more.
- Track and improve the operational excellence on program and application level towards a multi-market support concept RotF.
- Oversee incident management to ensure rapid response and resolution of issues impacting sales operations.
- Develop and implement a robust support and operations framework that aligns with the strategic objectives of Retail of the Future.
- Professionalize standardized processes, tooling and maximum automation.
- Foster a culture of proactive communication, ensuring that all stakeholders are informed and engaged with the transformation process.
- Collaborate with cross-functional teams to streamline operations and enhance the reliability of retail systems.
- Analyze performance metrics to identify trends, anticipate potential issues, and initiate preventive measures.
- Ensure continuous improvement by regularly reviewing and updating support and operations protocols.
- Provide strategic insights and recommendations to senior management to inform decision-making and prioritization of initiatives.
Qualifications:
- Bachelor's or Master's degree in fields such as Computer Science, Information Systems, or Engineering.
- Certifications such as ITIL (Information Technology Infrastructure Library), AWS Certified Solutions Architect, or similar.
- 5+ years of experience in IT operations, service management, or related roles.
- Experience with monitoring tools in the cloud: Familiarity with tools like Data Dog, Prometheus, or Grafana for monitoring application performance and infrastructure.
- Exposure to major incident management processes and tools.
- Understand how to define, measure, and meet goals for application availability and performance (SLO, SLA & SLI).
- Knowledge of change control processes to minimize disruptions during releases/bugfixes/feature deployments/market go lives.
- Ability to estimate resource requirements, plan for scalability and setup.
- Define alert thresholds and escalation paths for incidents.
- Investigate incidents to identify underlying causes (Root Cause Analysis).
- Work closely with development teams, infrastructure teams, and other stakeholders (Collaboration & Communication).
- Coordinate with vendors for support contracts and incident resolution (Vendor Management).
- Drive improvements in monitoring, incident response, and overall service quality (Continuous Improvement).
- Ability to analyze complex issues, troubleshoot, and find practical solutions.
- Adaptability to new tools and practices is crucial.
Location:
C/ Isla Graciosa 3, 3¼ (ES28703A)
San Sebastian De Los Reyes, 28703
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