Idt Coordinator

**BAT IS LOOKING FOR AN IDT COORDINATOR**

This role is part of the Digital Business Solution department and is responsible for monitoring Service Level Agreements (SLA) and ensuring that they meet the required levels. The employee must make sure that all IT Service Management processes, Operational Level Agreements (OLA) and Underpinning Contracts are appropriate for the agreed service level target.This role is part of the Digital Business Solution department and is responsible for monitoring Service Level Agreements (SLA) and ensuring that they meet the required levels. The employee must make sure that all IT Service Management processes, Operational Level Agreements (OLA) and Underpinning Contracts are appropriate for the agreed service level target.

**WHAT YOU WILL BE ACCOUNTABLE FOR**
- Partnership with Solution Centers such as Engagement Centre in the execution of changes and resolution of incidents.
- Support on the delivery of agreed SLAs & KPIs (Global and Local): Availability, TTTR, IMF, RMF, IPU
- Accountable for three principal ITIL Processes compliance: Incident, Request & Problem management
- Review incident and request types to make preventive plans
- Support the migration of local services to global services.
- Ensures staff use agreed global, standardized IT Service Management processes e.g., Supplier Management, Incident & Problem Management, Asset Management, Service Design, Service Transition Management, Knowledge Management, Tools & Workflow
- Execution of service improvement plans.
- Prioritize, schedule, and escalate issues (when required) to the appropriately experienced technician
- Manages local services suppliers, including but not limited to outsourcing field support services.
- Research new technologies to provide recommendations for improvement of existing services.
- Work on different IT projects and infrastructure implementations Continuously monitoring vendor risk even after the vendor contract is executed
- Ensure to track, measure, report and evaluate vendor performance.

**ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE**
- Good communication skills (Spanish and English): oral, written and spoken
- Minimum of 2 years of technical experience managing technical services.
- Strong background in software and hardware
- ITIL knowledge beyond theory.
- Ability to work under pressure, handle stressful situations in a calm manner
- Proficient in MS Office 365
- Ability to work independently
- Experience in contact centres will be a plus
- Strong sense of personal accountability with the ability to work independently
- Able to think logically and analytically in a problem-solving environment
- Self
- Managed, and Self-motivated, with a strong sense of accountability.

Tipo de puesto: Tiempo completo

Lugar de trabajo: Una ubicación

Fecha límite para postularse: 17/04/2023