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Service Lead

hace 4 semanas

San José, Costa Rica Emerson A tiempo completo

**PRINCIPLE FUNCTIONAL RESPONSIBILTIES**

Service Lead
- Act as the single point of contact for the DEN environment within the organization working closely with the RVO2 team
- Maintain a Service Roadmap to ensure all service components remain current/supported and continue to meet business requirements
- Understand the DEN requirements internally and external industry trends/ innovations to maintain a strategy
- Represent the DEN service to our internal customer, the RVO2 team
- Ensure all services comply with any local regulation working with our legal and compliance teams
- Ensure the service has the appropriate metrics in place to track capacity, resource utilization, user experience and OLA/SLA's
- Work closely with the Operations team to monitor service incidents and requests looking for areas of improvement and commonality that can be addressed in the next release of the service
- Work with other Service Owners and our Security Team to ensure the DEN service integrates where required with key monitoring systems and meets security requirements
- Works closely the Enterprise IT Operations/Service Delivery and Operations organization to ensure the service can be delivered and operated effectively, and remain current to meet business needs
- Works closely with our Cybersecurity team to maintain the security of the environment and address any relevant risks
- Work closely with our governance/risk and compliance function to ensure the appropriate risk assessments are carried out on all connectivity and that the assessments remain relevant as the service evolves
- Work with our finance team to maintain the budget for the service globally and ensure we recover our costs
- Work closely with our automation function to improve the overall service provisioning and monitoring, driving where possible local agility to project teams.
- Ensure all DEN Infrastructure networking projects are entered into our project dashboard for prioritization, resource assignment and execution
- Work as required as part of a project team consisting of design, transition and operational resources to complete/drive DEN related projects ensuring they are completed to schedule and budget
- Work with DEIS operations to ensure DEN devices are patched to ensure vulnerabilities are addressed and devices are configured according to security best practice
- Work closely with operations team maintaining a knowledge database, including Standard Operating Procedures for the DEN service, request fulfilment processes and addressing areas of continual service improvement

Escalation Support
- During major service issues work with the appropriate teams to ensure swift resolution
- Works with other engineering groups on chronic Problems determining root cause and remediation actions

**EDUCATION**
- BA/BS in Information Systems or related area required

**EXPERIENCE**
- Excellent communication and teamwork skills
- Process discipline and documentation skills essential
- Experience in managing and operating an IT Service, including financials
- Experience in simplifying complex issues and presenting to non-technical audiences
- Broad knowledge of networking, Cisco routing (WAN), switching (LAN) and SD-WAN technologies
- Broad knowledge of Information Security and best practice in relation to Wide Area Networks
- Minimum 10 years experience of working in a global environment, dealing with multiple time zones essential
- Experience of operating in an Enterprise environment with strict change control procedures
- ITIL v3 Foundation