Regional Retail IT Support Lead

hace 2 semanas

Panamá, Panamá, Panamá Puma Energy A tiempo completo

Main Purpose:


In line with the Group IT and Retail IT strategy and policies, support the implementation of new retail IT solutions in the Americas Region and other core solutions within all countries within the Americas region.

Act as a single point of accountability for IT services and support within the Americas region.

Specific projects will be determined based on business priorities

Knowledge Skills and Abilities,

Key Responsibilities:

Key Responsibilities:
Support the Regional Retail IT Operations, including oversight of local vendors

  • Oversee communications with local retail IT Vendors such as:
  • POS / BOS / HOS / QSR Suppliers and Maintenance Providers
  • Network infrastructure maintenance
  • Mobile payments functionalities
  • Fleet Solutions
  • Loyalty Solutions
  • Serve as escalation point for Level 1, 2 and 3 support, coordinating with Vendors, Regional and/or Global Retail IT team as needed
  • Serve as escalation point of contact for any IT support and operational matters with Dealers
  • Provide Retail IT functional training to key users and dealers as required
Own and Manage End-to-End Retail IT support services, including Puma Retail infrastructure

Drive "silent running" delivery and philosophy based on ITIL into the Regional IT Operations

  • Incorporate Puma IT Service Management best practices providing value to customers (Puma)
  • Maintain updated inventory of IT solutions and architecture, system configuration, interfaces etc.
  • Support Regional Retail Manager, Regional Retail IT Lead and Country Key user in developing Puma Retail IT Roadmap
  • Proactively identify, control and mitigate Retail IT operational risks
Manage all IT Incidents, Change Management, and Capacity, Availability, Problem and Escalation processes

  • Incident tracking, Incident follow up and incident closure with the correct documentation
  • Change management in accordance to Puma IT policies and documentation
  • Maintain optimal level of service to avoid Capacity and availability issues
  • Enforce correct Escalation Processes
  • Provide weekly reports with incident management
  • Represent Americas Retail IT in global CAB calls
Liaise with Global Retail IT team, Global Service Management team and Contractors

  • Provide Global Retail IT and Regional Retail IT team all necessary information for Global tracking and notifications
  • Provide monthly reports with Updates, requirements, changes in Retail IT Operations
Coordinate vendor relationships, Service Level Agreements (SLAs), Perform Local Audits, Operations Integrity, Service Continuity (DR/BCP)

  • Facilitate and Support vendor management performance review sessions
  • Track and manage SLA performance and compliance
  • Minimum of one yearly audit for key vendors
  • Support enterprise DR tests
  • Define BCP for Legacy systems to ensure business continuity
Support the implementation and execution of Regional Retail IT Strategy within the Region

Requirements:

  • Ability to travel 25% to 30%
  • Ability to work in a fast paced and high pressured environment
  • Speak Spanish and English fluently
  • Capable of managing multiple initiatives and remote/offshore resources

Experience:

  • Superior degree with experience on managing IT projects, IT services
  • 5 years minimum of experience in IT retail technical role
  • Multicultural environment experience
  • Knowledge of Fuels and Convenience Retail businesses and key processes
  • Strong understanding of how IT can enable superior business performance and contribute to growth targets
  • Proven ability to translate business requirements into IT solutions (preferred)
  • Proven change management / training skills, and in particular in a multicultural environment
  • 35 years of experience in IT operations support, business analysis and systems development
  • Knowledge of Fuels and Convenience IT solutions

Skills:

  • Broad IT experience (Retail IT systems, IT Infrastructure, mobility solutions, projects delivery and IT business analysis)
  • Retail business knowledge and retail fuel and convenience management systems
  • Analytical and problem resolution skills
  • Experience with B2C business
  • Communication skills
  • Interpersonal skills and team working also virtually
  • Strong experience developing credibility with internal and external partners
  • IT service management certification, ITIL preferred

Competencies:

  • Strongly organized and structured
  • Important to be able to work with the business users at all level of the organization
  • A can do attitude
  • Able to priorities work and deal with conflicting requirements
  • Innovative and autonomous
  • Strong team player
  • Change management skills and stakeholder management skills

Key Relationships and Department Overview:

  • Internal
  • GM, Finance Managers, Retail Business managers, Convenience Retail leads, Territory Managers, and key users in all countries, FSO team.


 External
  • Applications support providers, Group IT solutions/services providers, incountry IT providers for retail busine

  • Regional IT

    hace 2 semanas

    Panamá, Panamá, Panamá Puma Energy A tiempo completo

    Main Purpose:Duties include understanding databases, analyzing data and responsible for creating and maintaining data models utilizing Microsoft Azure and Tableau to generate actionable insights and visualizations to support decisions making for our retail business line.Also, role contribution can help analysts and managers improve business, extracting...

  • Regional Retail Business Data Analyst

    hace 2 semanas

    Panamá, Panamá, Panamá Puma Energy A tiempo completo

    Main Purpose:Working with retail business to design reports/processes/strategies to derive benefits and improve decision making using the data that the business generates. Key data streams come from our loyalty program, C-store POS, and forecourt fuel controllers.Works closely with the Regional Retail and BI Analyst in the implementation of reports and...

  • IT Support Analyst

    hace 2 semanas

    Panamá, Panamá, Panamá Control Risks A tiempo completo

    The IT Support Analyst is a split of 80% doing back office DTS activities and 20% to support local office of Panama region to provide day-to-day setup, delivery, trouble-shooting and problem-solving for new employees and leaving employees. Additionally, this role will support permissions setup and modifications for existing employeesBack Office...

  • Director Retail Operations

    hace 2 semanas

    Panamá, Panamá, Panamá Adidas A tiempo completo

    Director Retail Operations Purpose & Overall Relevance for the Organization: To provide LAM Retail Organization in countries with the right operations guidelines according to Global Retail Center of Excellence and monitor execution to ensure consistency, identify best practices and gather feedback. Develop and implement business and consumer focused...

  • Director Retail Operations

    hace 2 semanas

    Panamá, Panamá, Panamá Adidas A tiempo completo

    Director Retail OperationsPurpose & Overall Relevance for the Organization: To provide LAM Retail Organization in countries with the right operations guidelines according to Global Retail Center of Excellence and monitor execution to ensure consistency, identify best practices and gather feedback.Develop and implement business and consumer focused...

  • Coordinador Regional de Marketing

    hace 2 semanas

    Panamá, Panamá, Panamá Regional Service Group A tiempo completo

    Somos la compañia de Retail y Whosale más grande en la región de Latinoamérica, con presencia en Panamá, Colombia, Costa Rica, Honduras, Nicaragua, El Salvador, Guatemala, República Dominicana, Ecuador, Argentina y Uruguay. Bajo SLA Corp.operan las siguientes cadenas:Sportline, Nike, Under Armour, Kicks, Converse, Swissbrand, Jhonston&Murphy, Rockport,...

  • IT Support Specialist Senior

    hace 2 semanas

    Panamá, Panamá, Panamá Skechers A tiempo completo

    de la empresaDescripción del empleoPara Skechers Panamá buscamos IT SUPPORT SPECIALIST Senior.Deberá garantizar el oportuno apoyo de IT a toda la estructura de la empresa, brindando el soporte técnico a usuarios finales utilizando los canales necesarios remotos: teams, teléfono, correo electrónico o físicamente en sitioUbicación:Centro de...

  • Coordinador Regional de Marketing

    hace 2 semanas

    Panamá, Panamá, Panamá Regional Service Group A tiempo completo

    Somos la compañia de Retail y Whosale más grande en la región de Latinoamérica, con presencia en Panamá, Colombia, Costa Rica, Honduras, Nicaragua, El Salvador, Guatemala, República Dominicana, Ecuador, Argentina y Uruguay.Bajo SLA Corpoperan las siguientes cadenas:Sportline, Nike, Under Armour, Kicks, Converse, Swissbrand, Jhonston&Murphy, Rockport,...

  • IT Support Specialist Senior

    hace 2 semanas

    Panamá, Panamá, Panamá Skechers A tiempo completo

    de la empresaDescripción del empleoPara Skechers Panamá buscamos IT SUPPORT SPECIALIST Senior.Deberá garantizar el oportuno apoyo de IT a toda la estructura de la empresa, brindando el soporte técnico a usuarios finales utilizando los canales necesarios remotos: teams, teléfono, correo electrónico o físicamente en sitio.Ubicación: Centro de...

  • IT Support Engineer

    hace 2 semanas

    Panamá, Panamá, Panamá Teceze Ltd A tiempo completo

    Hi All,Hope you all doing wellWe have a job opening for an IT support engineer in Malmo, Sweden.Role: IT Support EngineerJob Type: Full TimeWhat You Will Be Doing Provide first/second level contact and problem resolution for customer issues. Work with Third Party Vendors to remediate complex AV issues as needed. Provide timely communication on issue status...

  • IT Support/technician

    hace 2 semanas

    Panamá, Panamá, Panamá Quattris Global A tiempo completo

    Installation and troubleshooting of IT software and hardwareRouter Switches AP Firewalls SDWANs PCs Printers Working with remote team and other onsite engineersJob Types: Full-time, Part-time, Temporary, Contract, PermanentContract length: 1 dayPay: B/ B/.35.00 per hourExpected hours: 40 per weekApplication Question(s): Do you speak English? Are you based in...

  • IT Customer Support Agent

    hace 2 semanas

    Panamá, Panamá, Panamá TopManage A tiempo completo

    Nuestro IT Customer Support Agent debe:Experiência en soporte técnico en temas de IT. Tener experiência en el uso de aplicaciones Empresariales tipo ERP _(SAP Business One, Microsoft Dynamics, Sage o similares)._ Tener conocimientos contables y/o administrativos. Estar orientado al servicio al cliente y a la solución de problemas. Tener facilidad para...

  • Regional Training Consultant

    hace 2 semanas

    Panamá, Panamá, Panamá Caterpillar A tiempo completo

    Career Area:Marketing / Sales / Product Support**:Your Work Shapes the World at Caterpillar Inc.When you join Caterpillar, you're joining a global team who cares not just about the work we do - but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We don't just talk...

  • Regional Training Consultant

    hace 2 semanas

    Panamá, Panamá, Panamá Caterpillar A tiempo completo

    Career Area: Marketing / Sales / Product Support Job Description: Your Work Shapes the World at Caterpillar Inc. When you join Caterpillar, you're joining a global team who cares not just about the work we do - but also about each other. We are the makers, problem solvers, and future world builders who are creating stronger, more sustainable communities. We...

  • Regional Awards Manager

    hace 2 semanas

    Panamá, Panamá, Panamá Ciudad del Saber A tiempo completo

    Fecha límite: 08 de Agosto de 2023THE OPPORTUNITYThis position can be based in: Primarly Panama, but any LAC CO in Guatemala, El Salvador, Colombia or PeruRegional Awards ManagerROLE PURPOSEAs a key member of the Regional Programme Operations team, the post-holder will lead the Awards Management (AM) functions and support across the LAC region. The...

  • Regional Network Planning Analyst

    hace 2 semanas

    Panamá, Panamá, Panamá Puma Energy A tiempo completo

    Main Purpose:Responsible for evaluation of the new retail projects for Honduras and Puerto Rico.Knowledge Skills and Abilities, Key Responsibilities:Key Responsibilities:Provide support to Network planners Supervisor for Honduras and Puerto Rico doing the analysis of new and potential Puma Service Station projects.To present a new each case to Regional...

  • Regional Director, Interamerica

    hace 2 semanas

    Panamá, Panamá, Panamá World Scout Bureau A tiempo completo

    Reports to: WOSM Secretary GeneralDuration: Full-time position with a contract of four years, with an option for extensionLocation: Panama City, Panama**Summary**To lead the Interamerica Regional Support Centre of the World Scout Bureau (WSB) to: - Provide support to National Scout Organizations (NSOs) in the Interamerica Scout Region. Support the...

  • Regional Programme Coordinator

    hace 2 semanas

    Panamá, Panamá, Panamá UNFPA A tiempo completo

    The Position:The Regional Programme Coordinator post is located in the Latin American and the Caribbean Regional Office (LACRO) and reports directly to the Deputy Regional Director who provides overall leadership. S/he is the coordinator of all functions related to the regional programme and provides support on operational and managerial issues. The Regional...

  • Regional Head of Maersk Project Logistics Latin

    hace 2 semanas

    Panamá, Panamá, Panamá Apm Terminals A tiempo completo

    The role is the regional lead for contributions to the global MPL product strategy, is responsible for executing the product's regional business plan in line with the global product strategy and regional L&S priorities and is accountable for the product's P&L in the assigned region.We OfferWe offer you exciting career opportunities with an international...

  • Retail Training Manager, Latin America

    hace 2 semanas

    Panamá, Panamá, Panamá Pandora A tiempo completo

    Do you want to be a part of the world's leading jewelry company while putting your experience in Training & Development into use? If yes, then we might have an exciting opportunity for you You will be part of an exciting business area and work in an international organization of can-do spirited, passionate, and performance-driven people. Retail Training...