ESSENTIAL SKILLS REQUIREMENTS: - Basic knowledge of ITIL and ITSM such as Problem-Incident-Change processes
- Expertise in agile development and DevOps incl. JIRA / Confluence
· Knowledge of current IT architectures, vendors, and trends.
- Project and Start-up Management experience
ADVANTAGEOUS SKILLS REQUIREMENTS:
· Experience in operation of Linux Servers and/or Windows Servers
· Experience in Windows Client OS, GPO and patch management
· Experience with cloud technologies and cloud providers (Microsoft Azure, Amazon Web Services, Google Cloud Services)
· Experience with Scripting (Powershell, Bash etc.)
· Experience with monitoring solutions (SCOM, Dynatrace, Site24/7 etc.)
· Experience with SQL (MS, Oracle etc.)
· Experience with Jira and Confluence
· Analytical thinking skills
- Professional communication and documentation skills
WHICH QUALIFICATIONS/EXPERIENCE DO WE NEED FOR THE ROLE? · Degree in Information Systems or equivalent experience
· ITIL certification (advantageous)
· Any Scrum certification (advantageous)
· Minimum of 5 years of IT operations experience
· Minimum of 3 years of ITIL work experience.
· Minimum of 3 years of Scrum work experience
· Minimum of 5 years in a Team Lead / Agile Master environment
WHAT WILL BE YOUR ROLE AND RESPONSIBILITIES? Be part of a global team responsible for the development and operation of the Digital Workspace that includes the product Unified Endpoint Management (UEM).
Be involved in the maintenance and operation of a global Digital Workspace infrastructure for virtual devices.
· Be a maintenance and operations focused team member for our cloud and on premises UEM platforms.
· Make sure that the infrastructure for UEM platforms run smoothly
· Actively work on constantly improving operational excellence including automation and proactive monitoring approaches
· Collaborate with an international product team, external providers, vendors and end-users.
· Treat security as a first-class citizen
· Work closely with stakeholders, development teams in constantly improving our UEM platforms stability and availability
· Work with other IT teams on integration of new features and components
· Main function:
· Be responsible for the operations and standardization of the enterprise UEM infrastructure, platform and components.
· Be responsible for the verification, planning and actioning of maintenance tasks together with other infrastructure teams
· Continuously work on improving the operational stability
· Work on automation of platform operations, troubleshooting and maintenance topics
Sub-Product Owner: · Working closely with the Unified Endpoint Management Product Owner and the Line manager to steer and support the feature team(s) from a technical point of view.
· Manage a technical team in the Sub Product Owner role to fulfil the prioritized requirements using agile methodologies.
· Collaborate with Business and IT Product Owners and colleagues across multiple products and countries.
· Be the first point of contact for product owners, operations teams and testers regarding any queries relating to requirements and tech quality
· Guide the team on how to promote efficiency out of self-organized teams.
· Monitor team development progress and ensure that user stories are completed on time.
· Timely escalations of Sub Product risks to the Product Owners if timelines, deliverables, or operational goals cannot be fulfilled
· Forecast and plan for resources, infrastructure, and licenses for the team in coordination with the Product Owner and Line manager in charge.
· Assist to ensure stability of systems and adherence of the team to Groups Operations standards.
· Assist to maintain a stable Operations standby list for the team.
· Assist Product Owner in identifying tech resource gaps within the team.
· Assist Product Owner in identifying additional training required within the teams
· Mentor team
· Ensure quality and up to date content of the knowledge base for the sub-product
· Ensure quality and up to date content of the Sub-Product and compliancy required documentation
· Manage Problem, Incident and Change process for dedicated ITSM service
· Upon demand willing to work on weekends (changes)
· Keep documentation up to date in all relevant systems (e. g. as is configuration CMDB/Application Instance Wizard, to be configuration Connect IT, knowledge database resolveIT)
· Attend and moderate operation meetings
· Coordinate external contractors
· Manage security vulnerabilities