Beschreibung
Overall Experience (in yrs.): 15+ YearsLocation: Neu-Ulm,Germany
Language skills needed: English
Technical skills (Required - Mandatory)
Wireless Networking (CISCO,ARUBA,MERAKI), Network Routing/Switching, Cisco Prime, Cisco ISE, AAA
DNS/DHCP/IPAM, Proxy
IT Service Support and Delivery
Service Management
Area of responsibilities
Customer Relationship Management:
o Leading daily coordination of site matters with the customer; represent Infosys to execute contractual obligations and respond to customer issues in a timely way.
o Primary interface for the customers in case of any escalation/complex issue which require immediate attention. Ensure that the right team is engaged and effective communication of issues to all stakeholders.
Business Alignment Compliance:
o Understands the business goals, objectives and needs of the business environment, translates and aligns these aspects into the Service Level Agreements.
Service Level Management and Service Reporting:
o Ensures the on time delivery of scheduled and unscheduled services to maintain a high performing site, exceeding customer KPI’s and meeting business unit targets.
o Review, Analyze and set the action plan to adhere to SLAs defined. Review, direct and ensure SLA compliance across the region in order to ensure Approved SLA Process covering all services and meet the approved target
o Liaise with all other IT service functions to make sure that services are maintained.
External Communication
o Customers & Vendors: Adhere to process compliance as prescribed in relevant documents (E.g.: Phoenix plan) and MSAs in Order to ensure that communication requirements with the stakeholders are met
Process Management and improvement initiatives:
o Consolidate and review all relevant metrics with Managers in order to ensure compliance. Provide inputs to the processes in order to improve the quality of the service deliverables
Internal Audits - Process, System, Security, Financial, Regulatory:
o Perform Periodic reviews and Ensure process compliance in order to ensure the required compliance level. Actionize and close the observations or NCs as observed by the Auditors in a timely manner.
Contract length: 6 months
Job Types: Full-time, Contract
Salary: Up to 550.00€ per day
Work Remotely:
Temporarily due to COVID-19