Full-Time IT Operations Manager

We are seeking a dedicated and technically proficient Support Specialist to join our team, focusing on our Product Data Management (PDM) Integration interface technology. This role is vital for ensuring the seamless flow of product master data across our systems.

You will be the primary point of contact for resolving issues related to the PDM Integration, collaborating with various teams to diagnose and resolve incidents, and contributing to the continuous improvement of our support processes.

1. Incident Management: Provide customer support for PDM Integration related issues, including troubleshooting, analysis, and resolution. This includes working with monitoring tools to proactively identify and address potential problems
2. Coordination & Communication: Act as an interface between business users, technical teams, and vendors to facilitate efficient communication and issue resolution. Coordinate with BD internal and BD external stakeholders to manage incident lifecycles
3. Problem Management: Contribute to problem management activities by identifying root causes of recurring incidents and working with development teams to implement permanent solutions
4. Knowledge Management: Create and maintain knowledge base articles, FAQs, and other documentation to empower users and improve support efficiency
5. Process Improvement: Participate in continuous improvement initiatives to optimize support processes and enhance the overall user experience. This includes suggesting improvements to monitoring, alerting, and escalation procedures
6. Monitoring & Alerting: Utilize monitoring tools (e.g. Splunk) to monitor system health and performance, investigate alerts, and escalate issues as needed

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