Lead Integration Service Manager

hace 1 día


Panama Millicom A tiempo completo

This figure will be key to establish the Service Management WoW along with the CI / CD team, NOC, and other operation areas in the organization.Reports To: Direct Line: Head of Integration.Core Responsibilities: Lead Drive enhancement and maturity of the Service Management model for Integration solutions.Design and utilize score-cards, surveys, methods and tools to monitor KPI and SLA compliance. Collaborate with relevant teams to define the service portfolio roadmap, maturity path, customer priorities and drive to continuously improve maturity levels.Accountable, along with the Head of Integration, for the strategic direction and guidance of ITSM processes and functions, as well as their supporting tools. Ensure services and tools are consistently deployed, executed, measured, monitored, and improved for Incident Management, Problem Management, Change Management, Asset Management, Configuration Management (CMDB), Capacity Management, Service Catalog, ServiceNow ITSM Platform, etc.Develop business cases to propose and implement additional ITSM processes and functions to further improve service - Knowledge Management, Release Management, Event Management, Request Management (with self-service capabilities)Ensure service levels are defined and met around Availability, Performance and Resiliency.Own and Orchestrate a formal Root Cause Analysis (RCA) methodology to drive long term resolution of Sev 1 (Critical severity incidents), recurring incidents, recurring problems, or major events.Identify and define opportunities for process improvement and adhere to the principals of Continual Service Improvement utilizing metrics to ensure processes provide the anticipated value to stakeholders and users.Continually analyze and refine service portfolio metrics to help shape the future ITSM Strategy. Service reporting and reviews (SLI/SLOs) with key stakeholders.Author, contribute, and maintain our evolving knowledge base including support and operational runbooks, platform tenant guides, and onboarding and release documentation with an underlying goal of driving as much best practice and self-service as possible.Enhancement of Ticketing and Workflow processes.

Tigo Panama directly employs more than 2,500 people nationwide and offers internal growth opportunities to its staff. We have a firm purpose that moves us and unites all of us who work in the company: "To build the largest digital network to connect Panamanians by developing the communities we serve and improving their quality of life." Sangre Tigo runs through our veins, we are proud of our company and its history, we are innovative, we are passionate, we live to improve our communities and our clients are at the center of everything we do. We invite you to be part of our Tigo familyMillicom | Tigo is proud to be an Equal Employment Opportunity employer committed to a diverse workforce and nondiscrimination policy in all aspects of employment. We provide equal opportunity and access for all persons, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a disabled veteran or other protected veteran, or any other protected characteristic, in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations.



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