Service Support Manager

DEKRA
  • Post date 17/01/2020

As a proven leader in the global aerospace sector, our Client designs, produces and delivers innovative solutions with the aim to create a better-connected, safer and more prosperous world. Therefore, we are looking for someone to join their brilliant team in Skopje in a senior capacity as a:

  • Service Support Manager  

JOB DESCRIPTION:

  • Day to day management of internal customer contracts;
  • Service reporting against customer SLA’s;
  • Enhance, expand, and develop documentation, resource materials, and technical FAQs;
  • Prepares and enhances internal Service Operations processes, workflows, and documentation;
  • Prepares service reporting and distribute weekly/monthly reports per the customers reporting frequencies;
  • Support RMA, warranty for SW/HW upgrades/patches/replacements;
  • Takes responsibility for working schedule and offer solution output deficiencies;
  • Perform any other duties as assigned.

QUALIFICATIONS:

  • University Degree in Information Technology or Computer Science or similar relevant discipline;
  • 5 years’ experience in a support technical background;
  • 3-5 years’ experience in operation of a ITSM platform such as BMC Remedy, BMC Footprints, OTRS, JIRA Service Desk, Confluence;
  • 3 years’ monitoring of services within a medium to large ICT organization;
  • Fluent in both spoken and written English;
  • Relevant work experience in an international development organization is an advantage.
  • Desirable Skills and Experience:
  • Expertise using Jira Service Desk and Confluence;
  • Can build new end-to-end customized workflows and automation in Jira;
  • Execute all JIRA and confluence changes and maintain automation;
  • Investigate and suggest JIRA changes and enhancements;
  • Update and maintain Confluence stability and accuracy;
  • Train and Support team with JIRA and confluence usage.
  • Desirable Certifications Required:
  • ITIL® v3 Practitioner;
  • ITIL® Service Operation (SO);
  • ITIL® Operational Support and Analysis (OSA).

PROFESSIONAL KNOWLEDGE AND SKILLS:

  • Strong organizational and communication skills, ability to work in a team;
  • Ability to use information and communication technologies as a tool and resource;
  • Understanding of network protocol layers, security layers and domain models.
  • Great teamwork and interpersonal skills, strong communication skills, proactive attitude, and a

Drive for results;

  • Ability to use information and communication technologies as a tool and resource;
  • Flexibility in attitude to working hours according to working tasks.

ADDITIONAL INFORMATION

If you feel that you have the necessary experience and are interested in this amazing opportunity, please send your CV in English on the following e-mail address: job@dekra.mk.

Application deadline is: 31/01/2020.

All received applications will be considered in strict confidentiality.

Only short-listed candidates will be contacted for an interview.

Job Detail
  • Location: Skopje, Macedonia
  • Expires on: 31.01.2020
  • Email for application: job@dekra.mk
  • Industry: Information and Communications Technology –ICT
  • Мапа

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