Service Operations Specialist

Job DescriptionThe 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.This person will play a key role in the success of operations and service delivery of Mars Global Services to all Mars business units within the time zone.Service Operations specialists are 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.They challenge our ways of working to improve efficiency and quality, trigger incident recurrence investigations through problem management, lead crisis and major incident restoration through collaboration with Mars Digital Technologies teams, and ensure proper segment communication.They interact with many stakeholders, internal and external, to deliver operations excellence and influence the usage of new, fast-changing digital technology to solve problems.What are we looking for?ITIL Certification or demonstrated thorough understanding of ITIL.At least one formal industry qualification or relevant proven experience in the area of specialty.Minimum of 2 to 3 years of professional IT and digital experience at an advanced level.Strong customer orientation with a focus on delivery of value-added service.Ability to work effectively in a flexible and changing environment, manage multiple activities and priorities, and work well under pressure.Strong verbal and written communication skills in English.Experience with ITIL and ITSM tools (e.g., ServiceNow).Knowledge of Microsoft servers and business products such as O365, Outlook, Skype for Business, SharePoint.Experience with routers, LAN, IPT, and WAN systems.SAP, UNIX, or Oracle experience is an advantage.Nice to have experience with Power BI and/or other analytics tools, chatbot best practices, Python, and Datadog.What will be your key responsibilities?Provide Follow-the-Sun support as Tier 2 for Mars Infrastructure using ITIL processes during the Americas shift.Engage technical teams to resolve major incidents, lead the crisis call, and release global communication to the segment and IT community.Hold the PIR (Post-Incident Review) process and document outcomes for 100% of major incidents; formally meet when impact or segment visibility requires it.Guarantee use of the internal escalation protocol when IT Operations leadership involvement is required, documenting actions taken.Respond to alerts generated by Mars IS – Monitoring Centre solutions, supporting the M&A monitoring and alerting team on improvements.Capacitate the Service Desk team to support existing and new technologies, as part of the technology lead role and through the Take-On process under your lead and the Project Team.Protect operations excellence by working with the project team on best practices to absorb new support without impacting customer experience or operational excellence.Contribute to digital transformation through new ideas, agile behavior, automation, and efficient ways of working.What can you expect from Mars?Work with diverse and talented associates, all guided by the Five Principles.Join a purpose-driven company striving to build the world we want tomorrow, today.Enjoy a strong focus on learning and development from day one, including access to our in-house Mars University.Receive an industry-competitive salary and benefits package, including a company bonus.Seniority levelMid-Senior levelEmployment typeFull-timeJob functionInformation TechnologyIndustriesFood and Beverage ManufacturingReferrals increase your chances of interviewing at Mars by 2x#J-*****-Ljbffr