Full-Time Service Management Leader

About You:

Seeking a Service Management Leader, passionate about professional growth, with strong competencies in the following areas:

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum 3 years experience in Service Delivery or Project Management.
• At least 2 years of experience in a team leadership role.
• Proven experience on software development projects within cross-functional teams.
• Strong skills in customer service, resource planning, teamwork, and quality assurance.
• Excellent verbal and written communication abilities.
• Strong interpersonal skills to effectively interact with business stakeholders, product, and development teams.
• Demonstrated leadership and negotiation skills.
• Prior experience with Support & Maintenance teams is highly desirable.
• Professional proficiency in English (C1-C2).

Responsibilities:

• Understanding technical documentation and escalation levels for assigned product(s).
• Research and understanding of assigned E2E business processes.
• Participation in RFP documentation for service contract acquisition.
• Advising the product team in defining the support model, technical aspects, and scope.
• Identifying and diagnosing complex incidents unresolved by levels 1 and 2; using advanced tools and technical knowledge to find root causes.
• Implementing definitive solutions to restore service quickly, minimizing business impact.
• Collaborating with product resources to define solutions to identified problems; providing visibility to the product team if integration of a work group is necessary.
• Providing expert knowledge in critical cases where support levels cannot resolve the issue.
• Keeping the product team informed about application health through incident trend and root cause analysis, recommending action plans.
• Participation in the Critical Task Force from the start of business hours.
• Technical escalation point, encompassing functional aspects.
• Coordination of KT sessions for AMS Support, covering application use cases, beyond user demonstrations.

What is the last date for applying to the job?

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