Senior Analyst, IT Operations

Function:
IT/Admin
Role:
Any
Employment Type:
Permanent
Hours:
Full Time
Region:
Americas
Area:
Any
Salary:
Competitive
Posted:
25-Jun-19
Recruiter:
Bacardi-Martini Ltd
Job Ref:
2269

About the role

As Senior Analyst, IT Operations, you are a key resource in the Application and Infrastructure Support structure. You proactively monitor, support and deliver technology infrastructure and network, ensuring network and voice services reliability and stability, with no business disruption. You ensure best and adequate support to all employees in your organization (would it be headquarters, plants, salesforces, distribution centers,..) on all IT operations - network, collaboration tools, end-users computing. In some cases support is run internally, in some via external partners. You are doing Level 2/3 support.

You also support IT projects (hardware or software replacement, new infrastructure,..) reaching your site(s), you provide the local knowledge (vendors, maintenance, history, security, local regulations if any,..) and personal leadership when required. You are in first line to organize end-users education on any new technology and training on new tools to leverage powerful solutions to their maximum. In some instances you own local project yourself.

At this position, you will typically report to a team leader, IT Operations.

Key accountabilities and responsibilities

Impeccable management of Site(s) Infrastructure, Operations and Helpdesk

- Guarantee the network connectivity to all employees working in your site/plant/..

- Capture and dispatch incidents (L1/2/3) related to infrastructure & application

- Manage local/outsourced teams to deliver the agreed SLA (Service Level Agreement) to the business

- Support local legacy application, if any left that has not been replaced yet

- Maintain the local server room infrastructure

- Support any local project in manufacturing impacting network

- Be the local expert of IT controls (security, data privacy)

- Be the local contact for the global IT teams to manage global projects (example: voice over IP, SySaid,..)

- Support any local Business meetings, VIP support when required

- Input into operations budget if required

Vendor management

- Monitor the day to day service level from our external partners/vendors

- Conduct regular meeting with vendor to review performance & SLA

- Coordinate Disaster Recovery Drill together with vendor and 3rd parties for your site(s)

Measures of success

- SLA (Service Level Agreements) are reached on all infrastructure and Applications

- Reduction of the number of tickets per quarter

- Deliver on time, on budget and on quality the assigned projects

- Customer Satisfaction

Critical experiences for success

To be successful in this role you will have/be:

- Understanding of ITIL methodology

- Understanding of hardware, software systems, SAP and network technologies

- Understanding of IT governance and operations, IT controls (privacy, security)

- Ability to communicate to end-users, ability to explain technology

- Business Knowledge - Understand the business and business processes

- Understand the impact of technology on the business processes/results (example - impact of one minute server outage on the production of bottles)

- Experience in running Helpdesk/support to end-users, incident management, data center management

- Experience in project management and team management

Deep problem solving, root cause analysis capabilities

Experience in crisis management

Proficiency in English language skills

Excellent Customer Service skills

The following experiences are recommended:

Fluent in another language than English

Experience/exposure to different markets dynamics/specificities/cultures

LEADERSHIP EXCELLENCE

Living our Values and demonstrating high Learning Agility will be fundamental not only for success in this role, but also for potential growth to other roles across Bacardi in the future. We have a clearly defined Leadership Excellence framework: Focus Externally to Win / Drive Execution & Results / Lead Strategically & Know your Business / Make the Matrix Work / Lead by Example and Develop and Inspire Talent

Our ways of working

Our family legacy has positively influenced our ways of working and has shaped the values to which our employees aspire. We're caring, like a family, and not only internally, but also in the wider communities in which we operate. This is demonstrated by our commitment to both act responsibly and promote the choice to drink responsibly. We trust one another, and through that trust are able to forge strong teams and networks that empower our matrix organization structure. We're passionate, reflecting our Latin heritage, and this means that we commit more than just time to our work: we commit energy, heart and soul. We are dedicated to being a role model in our industry, and we approach everything we do with Integrity First. Together, our values help us create what we're most proud of: our True Heart and Winning Spirit - both in our home markets and across the world.

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