Senior IT Engineer for Service Level Manager - IT TSR

Employer: Continental
Domain:
  • IT Software
  • Job type: full-time
    Job level: 0 - 1 years of experience
    Location:
  • Timisoara
  • Updated at: 21.10.2019

    Continental develops pioneering technologies and services for sustainable and connected mobility of people and their goods. Founded in 1871, the technology company offers safe, efficient, intelligent, and affordable solutions for vehicles, machines, traffic and transportation. In 2018, Continental generated preliminary sales of around i44.4 billion and currently employs around 244,000 people in 61 countries and markets.

    We are currently looking for a Senior IT Engineer for Service Level Manager who will have the following tasks:

    <li> Contact for the customer in regard to IT service related topics;

    <li> Keeping aware of changing business needs;

    <li> Ensuring that the current and future service requirements of customers are identified, understood and documented in SLA and SLR documents;

    <li> Negotiating and agreeing levels of service to be delivered with the customer (either internal or external); formally documenting these levels of service in SLAs;

    <li> Negotiating and agreeing OLAs and, in some cases, other SLAs and agreements that underpin the SLAs with the customers of the service;

    <li> Assisting with the production and maintenance of an accurate Service Portfolio, Service Catalogue, Application Portfolio and the corresponding maintenance procedures;

    <li> Ensuring that targets agreed within underpinning contracts are aligned with SLA and SLR targets;

    <li> Ensuring that service reports are produced for each customer service and that breaches of SLA targets are highlighted, investigated and actions taken to prevent their recurrence;

    <li> Ensuring that service performance reviews are scheduled, carried out with customers regularly and are documented with agreed actions progressed;

    <li> Ensuring that improvement initiatives identified in service reviews are acted on and progress reports are provided to customers;

    <li> Reviewing service scope, SLAs, OLAs and other agreements on a regular basis, ideally at least annually;

    <li> Ensuring that all changes are assessed for their impact on service levels, including SLAs, OLAs and underpinning contracts, including attendance at CAB meetings if appropriate;

    <li> Identifying all key stakeholders and customers;

    <li> Developing relationships and communication with stakeholders, customers and key users;

    <li> Defining and agreeing complaints and their recording, management, escalation, where necessary, and resolution;

    <li> Definition recording and communication of all complaints;

    <li> Measuring, recording, analyzing and improving customer satisfaction.

    Requirements:

    <li> College degree in information systems or other technical discipline preferred;

    <li>Familiar with IT systems, e.g. SAP, software as a service (e.g. Cloud Service) and IT platforms: Microsoft .Net, Mendix;

    <li> Knowledge about ITIL Service Management is a plus;

    <li> Knowledge of incident, problem and change management;

    <li> Experience with HP Service Manager is a plus;

    <li> English (fluently), German is a plus;

    <li> Demonstrated ability to communicate with non technical end users;

    <li> Demonstrated ability to support custom business applications;

    <li> Strong communications and interpersonal skills required;

    <li> Must be highly motivated, analytical, organized and efficient;

    <li> Excellent problem solving, design and troubleshooting skills required;

    <li> Ability to work well as part of a team.

    What we offer:

    <li> Integration Program in a professional, young & dynamic team;

    <li> Competitive Salaries (based on performance) & Benefits;

    <li> Health & Wellness (Private Health and Dental Insurance, Sport activities etc.);

    <li> Professional Development Opportunities (in Technical and Managerial Area);

    <li> Stability;

    <li> International Work Environment & Traveling Opportunities;

    <li> Relocation Package for non-Timisoara Residents;

    <li> Flexibility Program including flexible hours, mobile work and sabbaticals.