MSD Senior Operations Support Lead 

Italy, Lazio 

265809287

Job Description

Senior IT Operations and Support Leadis a pivotal role designed to support the evolving demands of market-specific IT operations by seamlessly integrating offered capabilities with local IT strategies.

In this role you will be responsible not only for core AMS activities but also for acting as the Single Point of Contact (SPOC) for coordinating(MS&O) activities across Market capabilities that utilize.

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

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