Job expirat
Manage the service delivery of the operational teams and keep a close relationship with the client, second level support team and the operational team
•Manage the escalation process
•Takes end to end responsibility and drives all involved teams in escalation situation into fast service restore and root cause analyze (second level support, infrastructure operations)
•Manage the Incidents and Service Requests queue and negotiate priorities and escalations when required
•Ensuring SLA compliance of all incidents, requests and changes
•Creation of weekly and monthly service reports
•Takes part in the Release Management meetings in order to ensure the operations overview over the release content
•Lead role in starting, running and closing the Service Introduction for each new project, in collaboration with the Project Manager
•Manage the account Continuous Service Improvement program, assign and follow up on the corrective actions and manage the CSI Register
•Strong written and verbal communication skills in English
•Previous experience in SAP FI as part of the key user team or second level support team
•Experience of working within a complex IT support operation
•Experience of direct communication with senior client management and the effective coordination of tasks with client management
•Experience planning/writing support procedures for a large IT support hierarchy and with IT Service Management tools
•Medium to high excel knowledge; also capable of identifying trends and using statistics to interpret data
Desirable skills:
•Service operations and people management experience
•Understanding of Deployment and Release Management
•Unix shell scripting
•Understanding of Agile methodologies
Lunch tickets
• Medical subscription
• Life insurance
• Special subscription for sports and recreational activities
• Opportunity to work on emerging technologies in a multicultural environment
• Great work atmosphere
• Flexible working time
• Mini Bus transfer for the daily commuting to work
• Technical & Soft skill trainings
• English courses
We, the MGI METRO Group Information Technology GmbH, are the IT-Provider for the METRO Group. The METRO Group is one of the worldwide largest trading groups. In 31 countries 290.000 employees earn a turnover of about 64.3 Billion Euro. In Romania METRO Group is represented besides us by our sales divisions Metro Cash & Carry and Real Hypermarkets.
MGI - Leading edge in Information Technology
Be part of the best- Join us!
In Bucharest we conduct one of our ambitious Software Development Centers. We are responsible for the development of our outstanding Oracle based Merchandise Management System and our excellent Data Warehouse. In addition we run one of the biggest SAP installations in retail and one of the most important Networking Portals connecting all our employees around the globe. We are looking for ambitious and creative team players, who possess drive, initiative and enthusiasm to expand our location in Bucharest.
