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This Position reports to:

IS Service Owner Manage & Document

 

Your role and responsibilities

In this role, you will have the opportunity to be accountable to deliver and orchestrate the delivery of Information Systems (IS) service line operations activities. Each day, you will coordinate with and supervise internal and/or external third-party supplier resources for the effective delivery and operational performance of the applications in scope. You will also showcase your expertise by ensuring continuous improvement and compliance.

The work model for the role is: Hybrid

The main job responsibilities include:

Responsible for maintaining Operational effectiveness of the service by strong collaboration with Application Support delivery partners, establishing, driving and improving the delivery of service SLAs/OLAs, KPIs and Customer SatisfactionEnsure strong process framework (management and optimization of existing processes) and documentation (maintenance and update of the service knowledge base), as well as communication with business stakeholdersFulfilling the service requests in the agreed Service Level Agreements (SLAs) and collaborating with IS Service OwnerMaintaining good relations with stakeholders, providing regular status updates/health checks to main business representativesSupporting major incident and critical situation resolution by finding the root cause of incidents (through known errors and root cause analysis), defining workarounds, and following up on fixing root causes (by planning problem resolution and change implementation);Collaborating with suppliers to ensure adherence with process, contributing to increasing process maturityEnsuring compliance with relevant regulations, standards and internal policiesSupport in cost estimates and project plans for the applications or integration platforms in scope and support of application budget execution

Qualifications for the role

Master’s Degree in information management, computer systems, business engineering, or similarExperience in managing global application/services or implementation projects Familiar with ITIL (certificate is a plus)Strong understanding of IT infrastructure, including networks, servers, databases, and cloud servicesExceptional communication skills, excellent active listening, and critical thinking, ability to run several processes simultaneouslyFlexible and adaptable, able to work in a challenging environment, must be a team player and able to work collaboratively with and through others, experienced in working in virtual teams with cross services organizationsIS Operations Manager Experience of working in multi-vendor and multi-national environmentKnowledge and practical experience with the ticketing system (i.e. ServiceNow)Fluency in English, both written and spoken, is essential.

We value people from different backgrounds. Could this be your story? Apply today or visit www.abb.com to read more about us and learn about the impact of our solutions across the globe. #RunsWhatRunstheWorld