Job expirat
The IT Department of UBISOFT is looking for an IT Support Team Manager. You will be responsible for all aspects of managing, supporting and developing a team of second and third level application support, in order to deliver high quality customer service.
Your tasks
Operational activities:
Related to his team:
Manage day-to-day operations of the support team, responsible for conducting Incident, Problem and Change management, application monitoring, end-users training and user documentation creation/ update.
Monitor and ensure timely response to tickets, proper prioritization of new tickets and sequencing, and regular follow-up with both internal resources as well as clients.
Ensure SLAs for tickets are met and that quality targets for the service are reached and maintained.
Regularly report on the overall performance of his team and identify areas of improvement, along with action plans.
Communicate and constitute the focal point for the dissemination of information from management to the team and vice versa.
Responsible for the support service delivery to customers from the following service domains: Production, Human Resources, Marketing, ECM, Online, CRM.
Manage the day to day operational interactions with the Customers.
Resolve customer escalations; Identify areas of improvement and define action plans.
Responsible for the smooth day-to-day operational interactions with other IT teams and external suppliers.
Identify areas of poor performance and feed process and product recommendations to the Service Manager.
Together with the Service Manager, design and implement solutions to resolve issues both in the immediate future and for the longer term and to improve the overall service quality.
Together with his pears and the Service Managers/ Process Owners, define/ regularly review support policies, procedures and standards and monitor that they are respected.
Reviews or defines tasks, roles and responsibilities of his team members
Staff team according to the support needs in order to meet demand.
Set objectives for his team members and provide means and assistance for accomplishing them
Conduct performance appraisals for his team, identifying weaknesses and providing guidance in areas that require it
Coach, motivate and retain staff
Involvement in the recruitment of new team members
Design, conduct and/or monitor the induction process for new team members
Ensure the administrative monitoring of the team (absence planning and validation, business trips planning, monitoring and validation of time sheets)
Ensure that knowledge is shared among team members
Essential skills:
University graduate in Computers Science, Business Administration, or related disciplines
Practical experience of at least 3 years in a similar position or in managing a team of at least 5 people
Minimum 4 years of experience in IT
Awareness of Service Management best practices, processes and methodologies (ideally ITIL v3 framework); Experience with Incident, Problem and Change Management processes
Experience with the IT domain, especially applications and databases, and the processes required to successfully support them
Experience with Service Desk tools, Bug Tracking and Ticketing systems
Desirable personal skills:
Easily adaptable to new circumstances, technologies and procedures
Ability to assimilate information and learn quickly
Pro-active, self-starter and ambitious
Strong customer care orientation
Good communication skills
Enthusiastic, results-oriented
Good knowledge of the English language, both orally and written. French is a plus
We have salaries to motivate you, bonuses for your performances, medical services to keep you safe and sound, meal tickets to use them wherever you want and free access to relaxing and fitness room.
But most of all, we guarantee you’ll enjoy our atmosphere and working environment.
Ubisoft is one of the leading publishers of game software worldwide.
The industry definition of publisher includes three core activities: development (i.e. the creation of game software), publishing (i.e. the acquisition of rights to games and of external licenses as well as product marketing) and distribution (i.e. the physical delivery of the final product to all types of retailers).
Since it was founded in 1986, Ubisoft has gradually and successfully integrated these three core activities. The company now has development teams of exceptional quality, acknowledged expertise in marketing and global distribution channels, with offices in 22 different countries.
Around 2.000 employees all work toward a common goal: the creation of high-quality games for a growing and increasingly demanding audience of gamers.
