MSD Market AMS Capability Lead 

Italy, Lazio 

662222089

Job Description

The "" is a pivotal role designed to support the evolving demands of market-specific IT operations by seamlessly integrating offered capabilities with local IT strategies.

Key Responsibilities:

• Sustain core service management, built on ITIL best practices, service level adherence, software upgrade management, and configuration management;

• Help local IT operations by acting as the in-country SPOC for Maintenance, Support, and Operations (MS&O) activities;

• Coordinate end-to-end support capabilities for AMS supported applications;

• Provide service reporting, engaging with IT stakeholders to review SLAs and KPIs, optimizing service delivery;

• Ensure IT service continuity, alignment with global compliance, and audit requirements;

• Act as SPOC for any escalation across the assigned application portfolio (incidents, service requests, change requests, problems);

• Track supplier performance against execution of contractual obligations across the application portfolio;

• Drive continuous improvement activities for the IT systems and applications within scope;

• Participate in Market governance stakeholder meetings, contributing IT MS&O perspectives to discussions;

• Collaborate with IT stakeholders, business stakeholders and solution architect functions as needed;

• Contribute to a metric/performance reporting approach;

• Participate in team agile processes and agile ceremonies;

• Assist product managers in authoring, prioritizing, and managing the product backlog;

• Collaborate with local IT teams in participating/driving projects impacting the market, and managing specific tasks where required (e.g., audit support, CMDB, etc.).

Required Experience and Skills:

• MSc or BSc Degree in International Business & Management, or Computer Science.

• Proficient in technical understanding to provide application support through industry processes.

• Knowledge of AWS cloud technologies, including storage concepts and database services.

• Familiarity with AWS Cloud computing and AWS Cloud architecture.

• Exposure to AWS services such as Amazon Redshift, AWS Glue, and S3, with a focus on efficient data management.

• Familiarity with ETL/ELT processes and data warehousing principles, with some experience in cloud-based data environments.

• Basic understanding of data Lakehouse architectures with some hands-on experience in managing and supporting them.

• Familiarity with visualization technologies such as Qlik Sense, Spotfire, or PowerBI.

• Experience with Agile methodologies and DevOps practices.

• Familiarity with DevOps tools such as Confluence, Jira, GitHub Actions, Jenkins.

• Experience with SDLC, application support processes and service management methodologies.

• Experience working according to ITIL processes, with ITIL certification preferred.

• Proficiency in organizing and analyzing data to create service review reports.

• Proven ability to troubleshoot issues and identify resolutions.

• Proficiency in English and Italian.

• Strong written communication skills for email communication and documentation.

• Strong multicultural communication and presentation skills.

• Experience in relationship management, contract management, and supplier management.

• Ability to work independently and in a team, thriving in a dynamic, rapidly changing, highly matrixed business environment.

• Self-learner with a drive to solve complex technical puzzles/issues.

Preferred Experience and Skills:

• ITIL Foundation and ITIL Service Operation Certification.

• Experience with Service Management Tools (Remedy, ServiceNow).

• Project Management experience on small to medium-sized projects.

• Exposure to Apache Airflow for scheduling and managing complex data pipelines, including designing and optimizing Directed Acyclic Graphs (DAGs).

• Experience with tools like Matillion for creating and maintaining ETL jobs, with the ability to troubleshoot and optimize data transformations for performance and accuracy

Current Contingent Workers apply

*A job posting is effective until 11:59:59PM on the dayBEFOREthe listed job posting end date. Please ensure you apply to a job posting no later than the dayBEFOREthe job posting end date.

A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.