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L'Oreal, Head of IT Operations Services

Сфера деятельности: Information Systems

Тип должности: Permanent

Тип занятости: Full - Time

Место расположения: Westfield (New Jersey)

Страна: United States

L'Oreal IT - Americas Zone

Berkeley Heights, NJ

IT, Operation Services

JOB RESPONSIBILITIES:

  • Define and manage the support services and supervise its functioning in order to assure the defined quality standards and the SLA of the support services provided
  • Work closely with the support analysts to ensure that all support tickets are resolved in a timely manner and that underpinning issues are identified and resolved
  • Act as an escalation point for support and take ownership of complex issues
  • Speedup workaround decision based on impact and risk analysis
  • Give assistance to identify the issues root cause
  • Drive user effectiveness, adoption and operational excellence
  • Advocate for the Services / Operations teams
  • Identify metrics to be tracked by Service
  • Ensure Service Desk teams are empowered to resolve support calls and are always updated and trained in changes to applications functionalities
  • Coordinate all systems changes within IT environments in order to minimize impacts and maximize availability, ensuring that all release aspects can be considered in an integrated way, especially for effective deployment
  • Ensure that standardized methods, processes and procedures are used for the efficient and prompt handling of all systems changes
  • Accountable for knowledge transition from enhancements/projects to support areas following documentation standards
  • Perform corrective maintenance of applications
  • Coordinate investigations of system failures and identify solutions to prevent or minimize impacts
  • Coordinate the external AMS teams and vendors that provide support
  • Ensure the corrective, evolutionary and technical maintenance of the applications
  • Engage in cross-functional and internal teams
  • Perform corrective / scalable maintenance of applications

EDUCATION/ EXPERIENCE:

  • Bachelor’s Degree required
  • Minimum 10+ years’ experience managing support providers

QUALIFICATIONS:

  • Self-educates and takes initiative
  • Has entrepreneurial spirit; identifies new opportunities
  • Thinks outside of the box
  • Individual must be a self-starter with an interest in solving business challenges
  • Is willing to collaborate in a multi-country environment
  • Works well in a collaborative, transparent environment
  • Excellent AMS providers manager
  • Expert in follow up strategies
  • Strong written and verbal communication skills
  • Languages: English must have. Spanish and Portuguese nice to have.


We are an Equal Opportunity Employer and take pride in a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, sexual orientation, national origin, age, marital or veteran status, medical condition or disability, or any other legally protected status. If you require a reasonable accommodation to complete an application for a recognized disability under applicable law, please email USApplicationAccommodation@support.lorealusa.com. Please note this email will only respond to specific requests for assistance completing the application as a request for accommodation for a disability. All others will not be considered.