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IT Director, Enterprise Application Management

DynatraceBarcelona, Spain

Hace más de 30 días

Descripción del trabajo

Job Description

Dynatrace is looking for a experienced IT Director within our internal Business Systems team (Corporate IT), to lead our Enterprise Application Management team.

You will be leading our Production team who are responsible for L1 / L2 support, incident, release and monitoring management across our enterprise applications such as Salesforce, SAP SuccessFactors, NetSuite and Zendesk. The successful candidate should be experienced in building scalable processes to support the businesses continued technology developments.

Alongside the technical knowledge, we are looking for a authentic people leader who can mentor and develop their team. Your team will be based across the US and EMEA and you will be a key part of the Business Systems Leadership Team.

This role is based in our Barcelona office, and is a hybrid role. Relocations are considered.

Build and lead a high performing team that operates with a customer service mindset
Coach and mentor a team of Production Support analysts, including performance management, goal setting
Define and enable Incident Management, Problem Management, Knowledge Management processes with an ITIL mindset
Establish, monitor and report on the team’s SLA / SLO
Bring an Automation first mindset to solving business problems
Ensure that the resolution of customer issues are within defined SLA, assess customer satisfaction using feedback loops
Build capacity management to support the Demand on the team
Monitor and measure ticket volumes, look for trends with a continuous improvement mindset
Develop coverage plans, schedules for month / quarter / year end support
Define standards of practices for Release and Environment management

Qualifications

Significant and proven experience of leading and managing L1 / L2 Production Support teams in a global company

Experience / knowledge of the following applications : Salesforce, NetSuite, SAP, Zendesk and Varicent

Proven experience building high performing teams, building process and strategy across the team.

Hands on experience with Incident Management, Problem Management, Knowledge Management and Root Cause Analysis

Ambitious, highly motivated team player committed to delivering outstanding customer support aligned with Business Systems initiatives

Abillty to work under pressure

Experience working with ticketing systems such as Freshworks, including development of team dashboards

Excellent written and verbal communication skills with the ability to work across the organization with users at various levels of application proficiency

Ability to effectively juggle multiple tasks at the same time

ITIL certification is a plus

Additional Information

A  one-product software company  creating real value for the largest enterprises and millions of end customers globally, striving for a world where software works perfectly.

Working with the  latest technologies  and at the forefront of innovation in tech on scale; but also, in other areas like marketing, design, or research.

A team that thinks outside the box welcomes unconventional ideas, and  pushes boundaries.

An environment that fosters innovation, enables creative collaboration, and  allows you to grow.

A globally unique and  tailor-made career development program  recognizing your potential, promoting your strengths, and supporting you in achieving your career goals.

A  truly international mindset  with Dynatracers from different countries & cultures all over the world, and English as the corporate language that connects us all

A culture that is being shaped by the diverse personalities, expertise, and backgrounds of our global team.