Service Operations Specialist

**The Service Operations Specialist 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?**:

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

- Service Operations specialist is part of a global team that operates In 24x7 mode all days of the year, providing end-to-end Incident resolution with customer experience In mind, challenging our ways of working to Improve efficiency and quality, triggering Incident recurrence Investigation through problem management, leading crisis and major Incident restoration through Mars Digital Technologies teams collaboration and proper segment communication.

Service operations have interactions with many stakeholders, internal and externals, to ensure and delivery operations excellence. We work as enablers to improve efficiency, with tools and processes to support our actions and decisions.

On digital transformation, we influence the usage of new, fast and frequently changing digital technology to solve problems. For that we need associates to exercise the curiosity, challenging standard ways of working and old-fashioned ways of doing things.

On the technical perspective, it´s important to be prepared and up to date on how to resolve issue and drive changes.

**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.