Locuri de munca in Olanda prin InnerLook:
Analist Facturare – Dezvoltare ,
Specialist in aplicatii de business,
Position title: (Internally known title) Manager Data Services & Application Support
Department & Cost Centre: Web Delivery 350
Line Manager: Vice President Data Management & Web Integration
Location: Schiphol Rijk (Amsterdam)
Purpose Statement:
Manage support for Data Management services, Web Applications, and Business Intelligence Reporting services developed by the Data Management & Web Integration team and establish service levels for these Services.
Key Facts and Figures: (Please attach current organisation chart)
Direct reports: 1
No Budgetary responsibility.
Main Responsibilities:
• Establish support models and process for data management, web applications and business intelligence reporting services using ITIL framework and processes.
• Work with customers on problem escalations to ensure issues are resolved in a timely and accurate manner.
• Establish appropriate monitoring for existing and new services. Liaising with the Operations and Infrastructure and Service Assurance groups for the handover of new services.
• Lead and manage a team of application support engineers and database support engineers (both within team and across peer groups) to solve incidents.
• Maintain staff levels in team by focusing on staff retention and driving recruitment when required
• Identify training needs and ensure suitable training is given
• Work with management in setting departmental goals
• Monitor and provide feedback on individual performance including performance reviews
• Work with individuals on developing and attaining their career goals
• Interact with external vendors to solve problems and keep up to date with technical advances
• Escalation point for team members
• Produce as required statistics and reports on effective running of systems
• Maintain an on-call rota for team and participate in escalation point for on-call support rota
• Ensure relevant support processes are followed (Problem Resolution, Change Control and others) by team
• Definition of KPIs and standards for all services
• Maintain configuration management database for services
• Manage acceptance testing, development of test facilities and UAT support
• Liaison with Vendors, Architecture and data centre
Knowledge, Skills & Experience:
• 5+ years technical operational management experience
• Familiar with Telco/ISP environments
• Experience of ITIL Service Management and support processes, Prince 2 is an advantage
• Strong interpersonal and effective communications skills
• Team player of flexible nature
• Preferable Master Degree or similar
Key Measures:
• Incident resolution time
• Number of changes in releases
Working Relationships and Team Working:
Key teams that Manager Support is maintaining relationship with are:
• Local support teams
• Application vendors, IBM, Sun, Accenture
• CIO Web Delivery, CIO Web Development, CIO Architecture, CIO Infrastructure and Operations
Contact:
Mihaela Costea
Human Resources Manager
Calea Mosilor 100-104, sector 2, Bucuresti
Tel: 
+40 21 315 33 19
Mob: +40 731 13 77 28
Fax: +40 21 315 33 09
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