Chief Global CRM Sustainability Officer

2 semanas atrás

Brazil beBeeOperations Tempo inteiro

Job Description Global CRM Sustain Operations Lead Role Summary: We are seeking an experienced Global CRM Sustain Operations Lead to join our team. The successful candidate will be responsible for the management, quality, analysis, and lead of the Global CRM system under their responsibility following appropriate methodologies. The key functions include: Providing recommendations, action plans, and status updates to leadership and key stakeholders Managing key relationships with business and technical stakeholders Interacting with key users of applications and aligning application services with business goals to ensure efficiency and value delivery Continually maturing sustain operational platform processes to meet business needs and requirements Overseeing the day-to-day operations of production environments ensuring system stability, performance, reliability, and quality Ensuring adherence to all policies, procedures, KPIs, SLAs, best practices are being properly tracked and completed Focusing on shortening and fine-tuning KPIs to ensure internal teams are focused on correcting areas providing most value Enforcing championing and leveraging AI usage capabilities in day-to-day operations with internal sustain workstream teams including vendors Continuing to improve reports on support activities incident trends and system health for stakeholders Promoting continuous improvement by identifying automation opportunities and process enhancements Ensuring problem management follows best-in-class practices implementing preventive measures and meeting business level objectives Troubleshooting issues coordinating with development teams and implementing best practices for incident management and resolution Ensuring enforcing the integrity data administration configuration maintenance of all Global CRM environments non-production and production Collaborating with cross-functional teams developers business analysts cyber infrastructure teams to address complex technical challenges Ensuring implementing production monitoring for all integration systems connected to production CRM addressing any monitoring coverage gaps Assisting with new global initiatives with the Global CRM Implementation Rollout COE team Leading audit compliance initiatives for Global CRM working with auditing compliance DR teams Approving coordinating with appropriate teams vendors on environment server maintenance upgrades license management platform items Ensuring proper documentation for system configurations flow diagrams troubleshooting steps support processes interfaces Pushing for automation eliminating manual efforts Ensuring adherence to IT security policies data privacy regulations and compliance standards Ensuring the integrity environment synchronization configuration and maintenance of Global CRM environments non-production and production Overseeing enhancing usage of ITIL processes such as Incident Management Change Management and Service Delivery

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