Regional Retail IT Support Lead

hace 1 semana


Panama 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 multi-cultural environment
- 3-5 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, in-country IT providers for retail busine


  • Regional IT

    hace 4 semanas


    Panama 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 IT

    hace 24 horas


    Panama 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 IT

    hace 4 semanas


    Panama 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...


  • Panama 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...


  • Panama 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...


  • Panama Puma Energy A tiempo completo

    Document and Model information in a variety of ways to convey a message clearly and accurately irrespective of audience. Be the main point of contact between the business unit and IT Application Designers. Extract relevant knowledge and expertise from business and IT resources and contribute to ongoing creation and maintenance of knowledge repositories....


  • Panama 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,...


  • Panama 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...


  • Panama 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...

  • IT Support Analyst

    hace 4 semanas


    Panama 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 employees **Back Office...


  • Panama Fanatics A tiempo completo

    Fanatics is building a leading global digital sports platform. The company ignites the passions of global sports fans and maximizes the presence and reach for hundreds of sports partners globally by offering innovative products and services across Fanatics Commerce, Fanatics Collectibles, and Fanatics Betting & Gaming, allowing sports fans to Buy, Collect...


  • Panama Tumi A tiempo completo

    **Job Description Who we are**: Since 1975, TUMI has been creating world-class business, travel and performance luxury essentials, designed to upgrade, uncomplicate, and beautify all aspects of life on the move. Blending flawless functionality with a spirit of ingenuity, we’re committed to empowering journeys as a lifelong partner to movers and makers in...


  • Panama Msd France A tiempo completo

    We are on the lookout for a dynamic and visionary leader to spearhead our Onsite IT Support Product. This pivotal role is all about enhancing the user experience when interacting with our Onsite IT support technicians. Your mission will be to standardize the service quality, look, and feel across various regions and sites, implementing best practices in...


  • Panama Nova Biomedical A tiempo completo

    Nova Biomedical is looking to hire an International Regional Support Manager in the Central America region preferably in El Salvador or Panama. This position would be responsible for the international support of dealers and subsidiaries throughout a defined geographical area of the world. Key objective of the role is to ensure Nova Biomedical' s distributor...

  • IT Manager

    hace 3 semanas


    Panama Svitzer Panama Inc A tiempo completo

    My name is Jonas Aagaard Quist, and I am the Head of Global IT Services and Cyber Security.I am currently looking for a resolute IT manager for our regional office in Panama to join my excellent global team. If you are ready for new challenges and are looking for an engaging role with the opportunity to truly make a difference, please apply.What You Can Look...


  • Panama Samsung A tiempo completo

    1.Set the strategy and guideline for field force management and lead to implement those strategies and guideline in accordance with the local situation2.Plan and Execute training for sales field forces to enhance the sales capability3.Develop the content that field force can use for sales and promotion to enhance sales success rate4.Retail Administration...

  • IT Support Engineer

    hace 1 semana


    Panama Teceze Ltd A tiempo completo

    Hi All, Hope you all doing well! We have a job opening for an IT support engineer in Malmo, Sweden. Role: IT Support Engineer **Job Type**: Full Time **What 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...


  • Panama 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...

  • Buyer - It

    hace 6 días


    Panama Nestlé A tiempo completo

    **Position Summary**: We are currently looking for a highly competent Buyer based in Panama, responsible for managing commercial and sourcing activities within the IT category used by Nestlé worldwide.Reporting directly to the Global Category Lead, your main responsibility will be to implement the category strategy on a regional & global level as required -...


  • Panama Veritas IT Solutions A tiempo completo

    **Our Top Requirement & Concern is "Communication Skills".** - Excellent English communications skills - Good vocabulary - Friendly personality - Someone that can be clear over the phone, patient, and loves to troubleshoot technical issues. **Job Description & Responsibilities**: - Work with a variety of different clients and end-users providing service...