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Technical Service Manager

ICL Services and solutions d.o.o.

Beograd
Intermediate
03.02.2021.
Online intervju

ICL Services is one of the leading outsourcing companies according to the International Association of Outsourcing Professionals’ annual rating (IAOP) and core partner of Fujitsu. Today, the company works with more than 80 major clients from 30 countries. We are dynamic, determined, and provide a broad scope of services to some of the largest and most diverse companies in the world. For this, we are also well-respected and constantly strive to maintain our standards of professional excellence and ethical conduct.

What we offer:

A full-time employment contracts
An opportunity to work on challenging projects with some of the world's largest Companies from UK, Western, Central Europe and Nordic countries

Compensation package:

Rewarding system with several types of Bonuses
Private health insurance
Day-off for the exam preparation
Day-off for Saint Patron’s Day (slava) also when it is on non-working day
Possibility to have up to 26 vacation days
Every newborn child receives a gift (300euros) from the Company
Possibility of international business trips

Opportunities for advancement within the Company:

20% of employees got salary raise or carrier growth
Opportunity to participate in various corporate programs 
Interesting, creative, motivating, challenging and dynamic team-buildings 
A highly professional and very friendly team you will enjoy being a part of
Opportunity to be a part of socially responsible business (various activities to support our employees and community generally)

Human corporate culture:

90% like the atmosphere in the company
94% trust the professionalism of colleagues and ask them for help in difficult situations
Comfortable office
Overtime working hours are recorded and compensated
The role holder is responsible for managing a team of people, or virtual team, planning and guiding service delivery, achieving required service levels and customer satisfaction. Role holder deploys, manages and develops people, aspires to deliver outstanding service in collaboration with end customer and/or 3rd party contractors

Description

·         Take responsibility for customer escalations and act as a technical point of escalation both in and out of hours as required 

·         Provide assistance in the resolution of high priority incidents and problems

·         Resource allocation/scheduling to meet changing priorities or issues on services, applying exclusions to standard ITSM processes where required

·         Figure out and cascade technical requirements between teams and Service Owner 

·         Highlight service risks and technical improvements to Service Owner/Account Team

·         Application/service-related activities control and coordination 

·         Establish, control and oversee delivery of service/application operations through monitoring, auditing, reporting and developing additional (next to contractual) metrics where required

·         Set and cascade business/service objectives and targets to the teams supporting service/application

·         Protect the live service/application and technology infrastructure with appropriate rigor

·         Uses strengths of team to achieve effective and efficient delivery of service within Service Level Agreement. (SLA)

·         Continually lead improvement via CSIP

·         Work closely with the Project Management Office to ensure new services are properly handed over to Operations

Requirements

·         More than 1-3 years of experience on Team Leader position

·         Fluent Speaking English

·         Experience in collaboration with the external Customer, managing his expectation

·         Strong technical background in 2-3 technologies: Active Directory, DHCP, DNS, Networks, Databases, Virtualization, Orchestration, Monitoring, Wintel Servers, Unix Servers, Office 365, Citrix, VDI, Azure, End User Services

·         Ability to demonstrate strong skills in the following people and service management areas:

1.      Scope Control

2.      Delegation and Control

3.      Effective utilization

4.      Teambuilding techniques

5.      ITIL practices

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