Integration Services Recovery Manager

hace 3 semanas

San Francisco, Heredia, Costa Rica DHL A tiempo completo

Integration Services Recovery Manager:


Are you strong coordinator, problem solver and communicator with technology background? We are looking for a new colleague to join our Integration Services support team.


You will deliver a highly visible, empowered role that is accountable for emergency incident management for business-critical DHL Supply Chain Integration solution.

You will also follow up on root cause analysis and manage corrective actions preventing the same incident re-appearance. In general, you will significantly contribute to quality standards of the DSC Integration platforms via various ITIL processes.

This is an exciting opportunity, for someone with a customer-oriented approach and the ability to work under demanding circumstances, to make a positive difference.

The DSC Integration Services team is responsible for providing support for DHL Supply Chain Integration Solution. The team cooperate with various DHL IT Services internal teams (development, database, network, system administrators etc. ) to maintain the service on agreed level including implementations. We take care of both on-premise as well as cloud platforms used for Integration services.

YOUR WORK:

Zero business disruptions & zero data loss" is our aspiration - We will count on you

  • Empathize with and understand a business partner / customer who has a bad day due to an Emergency Incident that has caused a disruption to his/ her service.
  • Bring together and work closely with experts from Integration support team, experts and managers from different parts of the organization and lead recovery activities for emergency incidents, with the aim of reducing business disruption to a minimum
  • Ensure timely, proactive and appropriate communication to business partners on a business bridge and via incident bulletins.
  • Use data to analyze facts and quickly understand the root cause and get it fixed.
  • Closely cooperate with Emergency Incident Manager (ITS ServiceDesk) on organization and communication during the recovery.
  • Ensure emergency incident recovery follows established processes and procedures. Challenge, review and improve the established processes and procedures.
  • Compile Emergency Recovery Report (ERR) with the recovery teams to describe and evaluate the incident business impact, recovery handling and follow up actions.
  • Drive the follow up activities with appropriate teams utilizing ITIL standards such as Problem management, Root Cause Analysis and Continuous improvement process.
  • Monitor ongoing changes for DSC Integration solution and analyze relation to incidents to preempt issues.
  • Work closely with Integration service management team on quality for DSC Integration solution.

REQUIRED SKILLS:

  • 8+ years General IT Knowledge General broad knowledge of technologies and trends within the IT industry.
  • Ability to drive, motivate and engage diverse team working under pressure.
  • Handling of complexity organized and efficient approach with great orientation among multiple resolving streams and high volume of information. Ability to understand complex situations quickly, derive meaningful insights and turn into simple actions.
  • Excellent communication on business level and technical level at same time with seamless switching.
  • Ability to explain technical issues to nontechnical colleagues.
  • Good problem solving and facilitation skills challenge experts in a constructive way, etc.
  • Stakeholder Management strong ability to engage with senior leadership (CIO) in critical situations, uses interpersonal styles to create and sustain effective relationships with business and internal colleagues.
  • Influencing and Persuasion strong influencing skills to be able to get people's commitment without direct line managerial responsibility. Influencing and persuading others to take a specific course of action when there is no direct line of command or control.
  • Excellent understanding of the Emergency Incident Management process. Experience working on Emergency Incidents will be a plus but not mandatory
  • ITIL Operations framework knowledge focused on Incident, Problem management and Continuous Improvement process
  • Experience working in a 24X7 service environment.

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