Global IT Support Chain Manager

2 tygodni temu


Poznań, Greater Poland B. Braun Melsungen AG Pełny etat

At B. Braun, we strive to improve the health of people worldwide through innovative solutions and exceptional service. As a Global IT Support Chain Manager, you will play a vital role in ensuring seamless incident management across our global operations.

Job Overview:

The Global IT Support Chain Manager is responsible for planning and coordinating all process activities with regional or local Incident Managers to ensure efficient and effective incident resolution.

Duties and Responsibilities:

Collaborate with global function teams and regional or local Incident Managers to discuss optimization potential.Continuously review the efficiency and effectiveness of the Incident Management process.Identify optimization potential for improvement of customer satisfaction and service quality.Develop and implement process improvements.Report necessary process changes to the process owner.Monitor and report on process performance.Analyze tickets and track support chain issues.Provide support in clearing tickets and requests.

Requirements:

  • Educational degree/certificate in an information technology related field.
  • Practical experience in Service Management, particularly Incident Management.
  • Proficiency in using common ITSM tools (preferably ServiceNow) and ITIL certification desirable.
  • Ability to analyze hardware and/or software problems.
  • Knowledge of computer systems, hardware, software, and peripheral equipment.
  • Excellent communication and de-escalation skills on customer and management levels.
  • Very good verbal and written language skills in English (C1 – Advanced).


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