Delivery Services It
hace 2 semanas
IMPORTANTE EMPRESA DEL OIL & GAS, BUSCA TALENTO PARA SU AREA DE IT.
**Posición**: Delivery Services IT
**Ubicación**: Cuidad de Mexico (Reforma)
Ingles Avanzado (Reporta a US)
**PROPOSITO DEL PUESTO**
Gestionar, coordinar, monitorear y medir las tareas y actividades tecnológicas y administrativas responsabilidad de la coordinación de área de Entrega de Servicios, cuyo objetivo es ofrecer asesoría y soporte técnico de primer nível a aproximadamente cuatrocientos cincuenta usuarios de los sistemas y servicios ofrecidos por la Gerencia de Tecnología de Información distribuidos en nueve localidades nacionales, asegurando que estos cumplan con los acuerdos de níveles de servicio establecidos, satisfaciendo las necesidades y expectativas de la organización, dentro de un marco de procesos desarrollados con base en las mejores prácticas y que permitan identificar, clasificar, priorizar y resolver los requerimientos del usuario final de forma efectiva y eficiente, teniendo un enfoque en la mejora continua y en la innovación al mantener contacto con los últimos desarrollos tecnológicos.
**RESPONSABILIDADES DEL PUESTO**
Garantizar que el servicio de soporte de primer nível de Tecnología de Información, cuyo objetivo es atender los requerimientos e incidentes reportados por los usuarios finales de los servicios y sistemas de la organización, sea proporcionado conforme a los Acuerdos de Nível de Servicio establecidos y alineado a las políticas, lineamientos, procedimientos y estándares que sean establecidos como parte del marco normativo de la organización.
- Gestionar a los recursos que proporcionan el servicio de Mesa de Ayuda en todas las localidades, manteniendo reuniones periódicas, monitoreando la distribución de cargas de trabajo, estableciendo y dando seguimiento a los indicadores de desempeño y asegurando el cumplimiento de los acuerdos de nível de servicio.
- Entender las cargas de trabajo derivadas de la atención a usuarios y la implementación de proyectos, asegurando en conjunto con la Gerencia de Tecnología de Información del provisionamiento adecuado de recursos para atender la demanda.
- Diseñar, implementar y operar el software corporativo de ITSM así como cualquier otro canal adecuado para la notificación y seguimiento de incidentes y servicios para que estos sean despachados y manejados adecuadamente por la función de Tecnología de Información correspondiente dentro de los Acuerdos de Nível de Servicios establecidos.
- Diseñar, revisar y analizar reportes e información proveniente del software de ITSM para tomar decisiones con la finalidad de anticipar problemas potenciales.
- Llevar a cabo actividades de soporte técnico a usuario final, cuando sea requerido, especialmente para resolver los requerimientos e incidentes reportados por los níveles directivos de la organización.
- Entender y evaluar ofertas de productos o servicios dentro de su ámbito de competencia que satisfagan los requerimientos de los usuarios finales.
**QUE PERFIL BUSCAMOS?**
+ 6 años de experiência en posición Similar
Ingles Avanzado (Reporta a US y todas las entrevistas serán en Ingles)
Ing. Sistemas, Programación, o afín
Tipo de puesto: Tiempo completo
Salario: $45,000.00 - $60,000.00 al mes
Horario:
- Turno de 8 horas
Pregunta(s) de postulación:
- Cual es tu nível de ingles?
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