IT Operations Specialist

**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.**:
**What are we looking for?**:

- Undergraduate degree (MIS or Computer Science a plus).
- ITIL Certification or demonstrated thorough understanding of ITIL.
- Professional experience in Information technology and digital areas in advanced level
- Demonstrated ability to be a self-starter, work independently, take initiative/ownership, and achieve stated goals and objectives is required.
- Strong customer orientation with a focus on delivery of value-added service.
- Self-reliance, strong personal integrity and emotional stability.
- Strong verbal and written communication skills in English.
- Solid knowledge of:

- ITIL and ITSM tool (like ServiceNow)
- Microsoft servers and business products like O365, Outlook, Skype for Business, SharePoint, etc.,
- Routers, LAN, IPT and WAN systems
- SAP / UNIX / Oracle experience an advantage.
- Have primary understanding on Data Analytics, Machine Learning, Agile, and Design Thinking techniques.

**What will be your key responsibilities?**:

- Provide 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 Monitoring Centre solutions, supporting M&A (monitoring and alerting) team on / for improvements. Supporting the proactive and predictive behaviour to lead Mars growth.
- 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).

**What can you expect from Mars?**:

- Work with over 130,000 like-minded 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.

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