Support Lead
2 months ago
Processing product-specific messages fromusers (incidents, changes, problems) within the agreed service times.Classification and prioritization of messages.·Ensuring a highsolution rate in first contact (no change to the source code).·Deciding on themake-up of solution teams, technical authority to issue instructions to thedownstream specialist departments during the processing of the fault.Coordination of the support units.·Responsibilityfor the fastest possible recovery in case of unavailable or disrupted service.Installing hotfixes. Establish workarounds.·
Reactive and proactive investigation ofunknown causes of actual and potential incidents and management of resolution.Independent development of sustainable solutions.·
Recording, conception, organization andmonitoring of the implementation of changes in cooperation with customers andthe specialist departments involved.·
Monitoring of the SLA times agreed with thecustomer.·Active andregular feedback to users on the status of processing. Tracking down potentialcustomer requirements from day-to-day business and passing on this informationinternally.·
Documentation of applied and new solutions inthe provided knowledge base.·
Escalation if the agreed service levelagreements are exceeded according to the defined escalation guidelines.·
Needs-based creation of reports or decisiontemplates for management.·
Participation and support in theimplementation of projects within the Process & IT Central Region·
Experience of building and developing anexisting Service Operations function·ITILv4 orequivalent service management experience at scale·Strongcommunication skills with a proven track record of engaging senior technologyand business stakeholders·
Knowledge of Agile Methodologies and strongexperience in problem, change and incident management in an agile context.·Familiarity withITIL Application Support (specifically Service Life Cycle) and experience ofimplementing these principles in product specific support.·Understanding of/ experience with DevSecOps ways of working and SRE practices·
Aspiring to a culture of service excellence:always putting the customer, our colleagues, and our business at the centre ofeverything·
Experience of establishing, implementing, andmaintaining KPIs/ SLAs across multiple teams·
Experience quantifying and analysingperformance of operational and incident management processes and data.·
Hands on experience delivering/supportingenterprise-scale digital cloud services.·
Experience implementing and improvingprocesses and procedures.·
Passionate about continuous improvement·
Strong problem-solving skills coupled withgood collaboration.·
Open minded, inquisitive, life-long learner·Security is partof everyone’s job. At TUI, we practise secure behaviours first in everything wedo.·
Improved focus on service management forAtcore, including Incident, Problem and Change management.·
Improve the quality of Incident management forAtcore incidents including improving the process, tools used currently,reporting and incident flow to problem tickets.·
SO can focus on service improvements for theAtcore stack such as capacity management, tools, licensing, monitoring.·
Long-term actions which are part of Problemcases can be followed up and implemented.·
Process introduction into the team.
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