Strength. Care. Growth
This job can be performed by all countries within our A1 footprint.
Role insights:
- Leading and coordinating the maintenance, administration, and enhancement of systems.
- Driving improvements by identifying technical gaps and optimizing configurations and program logic.
- Collaborating with external vendors and service providers on ongoing projects.
- Executing and overseeing operational support activities in line with contractual obligations.
- Ensuring systems operate within required parameters (availability, performance, capacity).
- Coordinating tasks aligned with business requirements for supported systems.
- Responding to and resolving issues in applications or servers delivering 24/7 services in line with agreed SLAs/OLAs.
- Providing detailed analysis during critical incidents, including preventive recommendations.
- Coordinating system changes following Incident, Problem, Change, and Release management processes and applicable SOX controls.
- Escalating issues to higher support levels when necessary.
- Delivering regular or on-demand reports on system status and performance.
- Maintaining up-to-date documentation and creating operational guides for Level 1 and Level 2 teams.
We’ll know you can make it if you have:
- Proven background in working within multi-country environments and collaborating with diverse teams.
- Demonstrated people management capabilities, both through direct leadership and lateral coordination.
- Well-developed problem-solving skills with the ability to identify, analyze, and resolve complex issues.
- Capability to evaluate challenges and deliver effective, structured solutions.
- Strong communication skills enabling clear interaction with both technical and non-technical stakeholders.
- Solid understanding of IT services, infrastructure components, and operational processes.
- Analytical mindset combined with a structured approach to tasks and incident handling.
- Hands-on exposure to service, project, or business process management platforms.
- Familiarity with SOX requirements and involvement in internal or external audit activities.
Nice to have:
- Experience working with SLA/KPI-based support environments.
- Knowledge of ITIL best practices (certification is a plus).
- Understanding of CI/CD processes and tools.
- Experience onboarding, mentoring, or training new colleagues.
- Ability to propose improvements that enhance operational efficiency and team performance.
- Knowledge of security standards and compliance frameworks.
Job code: AIT010P210
Job classification (AT): 10 - (Global Level)
