Service Operations Specialist

Job Description:

• The jobholder is responsible for end-to-end incident resolution (2nd level), critical incident and crisis management, incident avoidance through event management analysis and alert processing. He is playing a key role in the success of operations and service delivery of Mars Global Services to all Mars business units within the time zone.

• Undergraduate degree (MIS or Computer Science a plus).
• ITIL Certification or demonstrated thorough understanding of ITIL.
• Need to have at least one formal industry qualification or relevant proven experiences in the area of speciality.
• Solid professional experience in Information technology and digital areas in advanced level.

• Provide Follow the Sun support as the Tier 2 support for Mars Infrastructure using ITIL processes during the Americas shift: As it´s a team who supports critical services 365 days per year, it´s required to work on holidays and sometimes over the weekend (previously aligned). As it´s a global team, it´s required to work on specific shift from 11:00 am to 08:00 pm Local time (Guararema). Daylight is not being used in Brazil but if it´s active we will adequate the shift time to attend the United Stated calendar/business hours.
• Responsible for engaging technical teams to resolve Major Incidents, lead the crisis call and release the global communication to segment + IT community.
• Responsible to held PIR (Post Incident Review) process and to document outcomes for 100% of the major Incidents, for specific cases with big Impact or big segment visibility a formal PIR meeting Is required. Outcomes should be documented In Service Now (ITMS tool).
• Guarantee internal escalation protocol utilization when IT Operations leadership Involvement Is required, documenting actions taken.
• Respond to event management by processing alerts according to Its priority, avoiding business disruption/Impact.
• Respond to alerts generated by Mars IS – Monitoring Centre solutions, supporting M&A (monitoring and alerting) team on / for improvements. Supporting the proactive and predictive behaviour to lead Mars growth.
• Responsible to capacitate Service Desk team to provide support for the existing and new technologies, as part of the technology lead role and through Take-On process under your lead together with Project Team.
• Still on the Take-on responsibility, protect Operations Excellence by working with project team on best practices to absorb the new support without the Impact to customer experience / operational excellence.
• Responsible for keeping knowledge documentation up to date to guarantee/improve resolution rate on the 1st level numbers, on the other side work with 3rd level on how to acquire more knowledge for 2nd level support.
• Be the main point of contact for one technology (Tech Leads), to collaborate with 3rd level support on how to identify opportunities, improvements and action to reduce number of incident /recurrent incidents.
• Support MSD with premium support for Executive members (ECS).
• Responsible to leverage Problem Management process, triggering the process for reactive and proactive analysis. Influencing the 3rd level support team to identify root causes and preventive actions.
• Responsible to provide great customer experience through collaboration with Customer Experience team.
• Contribute to high collaboration within global IT Operations team, we are in three different countries.
• Be a key player/ contributor for digital transformation through new ideas, agile behaviour, automation and efficient ways of working.

• Work with over 130,000 diverse and talented Associates, all guided by the Five Principles.
• Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.
• Best-in-class learning and development support from day one, including access to our in-house Mars University.
• An industry competitive salary and benefits package, including company bonus.

Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.