IT Operations manager - Applications - ITIL/ITSM

Siemens Healthineers

1d

About The Position

Join us in pioneering breakthroughs in healthcare. For everyone. Everywhere. Sustainably. Our inspiring and caring environment forms a global community that celebrates diversity and individuality. We encourage you to step beyond your comfort zone, offering resources and flexibility to foster your professional and personal growth, all while valuing your unique contributions.

Requirements

• You have a completed university degree in the field of Business Administration, Business Informatics or a comparable field.
• You have at least 8-10 years of working experience, ITIL and DevOps based IT and/or application operations delivery
• If you have substantial, long-standing professional experience and further qualifications in this field but no academic degree, your application is also highly appreciated.
• You are ITIL/ITSM certified
• You have in-depth knowledge of waterfall methodologies.
• You have experience with ServiceNow based applications and SAP for customer service management.
• You must reside in the Cary, North Carolina area or be willing to relocate.
• You must be able to manage escalations and participate in on-call duty schedule.

Nice To Haves

• Ideally, you have some understanding of quality management systems relevant to IT as well as a sound knowledge of customer services processes.

Responsibilities

• You will be responsible for overall IT operations and support of maintenance activities according to approved procedures, guidelines and standards.
• You will be responsible for leading the service delivery, for coordination and communication between the vertical organization structure, the application Release train and all participating support teams, including any internal or external service providers
• You will be responsible for developing and assuring necessary service levels to fulfill operational requirements in all aspects of service delivery processes such as ensuring stable incident handling and meeting SLAs etc.
• You will be contributing to reasonable Support Agent utilization and driving enablement (e.g. knowledge ramp up)
• You will be responsible for driving an increase of incidents resolved based on knowledge articles
• You will be responsible for the creation and updating consolidated documentation about operations processes and other service-related matters in the company’s internal tools
• You will be responsible for identifying and performing service improvements for operations processes and drive their implementation
• You will be contributing to and supporting the departments and application financial planning
• You will be responsible for supporting the implementation of programs and projects
• You will provide support for the execution of relevant operational and maintenance tests, and designs and documents existing and changed operational processes.
• You will be responsible for communicating with vendors and service providers for any service-related matters and / or cooperating with central IT in that respect
• You will be expected to participate in an on-call duty for escalation management.

Benefits

• The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan. life insurance, long-term and short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager