Operations Administrator Shift Lead

hace 2 meses


San Francisco, Heredia, Costa Rica Hewlett Packard A tiempo completo

The Operations Administrator Shift Lead role at Hewlett Packard is a critical position that ensures seamless End-to-End PCL operations.

Key Responsibilities:

  • Monitoring queues for tickets and taking ownership of various types of tickets, including Catalog requests, Incident tickets, and Business control tickets
  • Managing tickets until closure, analyzing system information between various service management systems, and maintaining agreed SLAs with stakeholders
  • Analyzing standard contractual documents, technical data, customer usage data, and related reports to determine spares provisioning and demand planning
  • Maintaining current knowledge of relevant technologies and participating in special projects as required

Requirements:

  • Strong familiarity and technical competence with asset management/inventory tracking tools like ServiceNow and SCCM
  • Expert knowledge of Microsoft Excel and understanding of relational databases
  • Ability to analyze systems to develop and revise standards and procedures
  • Strong experience with operational management of issue resolution using the ITIL framework
  • Solid working knowledge of IT technologies, including O365, Windows, and hardware
  • General accounting, finance, marketing, and logistics knowledge

Personal Skills:

  • Eye for detail, problem-solving skills, and outstanding interpersonal skills
  • Exceptional analytical abilities and organizational skills
  • Ability to work as a team player and leader, analyze information, solve problems, and provide guidance to the team

Working Relationships:

  • Internal: CS CC delivery global teams, Other RMC and PCL teams within GSDT/SDMs/Transition managers/Account Service Team, CMO operations, and HP IT as internal customers
  • External: External delivery partners/suppliers like Asset re-market and recycle vendors

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