Service Operations Specialist

Job Description

Job Description:

The jobholder is responsible for end-to-end incident resolution (2nd level), critical incident and crisis management, incident avoidance through event management analysis, and alert processing. This person will be playing a key role in the success of operations and service delivery of Mars Global Services to all Mars business units within the time zone.

Service Operations specialist is part of a global team that operates In 24x7 mode all days of the year, providing end-to-end Incident resolution with customer experience in mind, challenging our ways of working to improve efficiency and quality, triggering Incident recurrence Investigation through problem management, leading crisis and major Incident restoration through Mars Digital Technologies teams' collaboration and proper segment communication.

Service operations have interactions with many stakeholders, internal and external, to ensure and deliver operations excellence. We work as enablers to improve efficiency, with tools and processes to support our actions and decisions.

On digital transformation, we influence the usage of new, fast, and frequently changing digital technology to solve problems. For that, we need associates to exercise curiosity, challenge standard ways of working, and old-fashioned ways of doing things.

What are we looking for?

• ITIL Certification or demonstrated thorough understanding of ITIL.

• Need to have at least one formal industry qualification or relevant proven experience in the area of specialty.

• Minimum of 2 to 3 years of professional experience in Information technology and digital areas at an advanced level.

• Strong customer orientation with a focus on delivery of value-added service.

• Ability to work effectively in a flexible and changing environment, manage multiple activities and priorities, and work well under pressure.

• Strong verbal and written communication skills in English.

• ITIL and ITSM tool (like ServiceNow).

• Microsoft servers and business products like O365, Outlook, Skype for Business, SharePoint, etc.

• Routers, LAN, IPT, and WAN systems.

• SAP / UNIX / Oracle experience is an advantage.

• Nice to have working experience with Power BI and/or other analytics tools, with chatbot best practices, with Python (programming language), and Datadog (observability tool).

What will be your key responsibilities?

• Provide Follow the Sun support as the Tier 2 support for Mars Infrastructure using ITIL processes during the Americas shift. Daylight is not being used in Brazil, but if it´s active, we will adjust the shift time to attend the United States calendar/business hours.

• Responsible for engaging technical teams to resolve Major Incidents, lead the crisis call, and releasing the global communication to the segment + IT community.

• Responsible for holding the PIR (Post Incident Review) process and documenting outcomes for 100% of the major Incidents. For specific cases with big Impact or big segment visibility, a formal PIR meeting is required. Outcomes should be documented in Service Now (ITMS tool).

• Guarantee internal escalation protocol utilization when IT Operations leadership Involvement Is required, documenting actions taken.

• Respond to alerts generated by Mars IS – Monitoring Centre solutions, supporting the M&A (monitoring and alerting) team on/for improvements. Supporting the proactive and predictive behaviour to lead Mars' growth.

• Responsible for capacitating the Service Desk team to provide support for the existing and new technologies, as part of the technology lead role and through the Take-On process under your lead, together with the Project Team.

• Still on the Take-on responsibility, protect Operations Excellence by working with the project team on best practices to absorb the new support without the Impact to customer experience / operational excellence.

• Be a key player/ contributor for digital transformation through new ideas, agile behavior, automation, and efficient ways of working.

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. A strong focus on learning and development support from day one, including access to our in-house Mars University. An industry-competitive salary and benefits package, including a company bonus.

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