JEFE DE OPERACIONES EN SITIO IT

Scope

Objective:

Responsible for the IT Operations & OnSite Support area, ensuring that the support group works as a reliable parter so all the factories can achieve theirs KPI's. Implement the benefits of IT to solve business issues while managing costs and risks. Coordinate multiple groups - both internal clients and external vendors - to achieve business goals.

• Supervise the execution and performance of the support engineers in the factories, ensuring that they comply
  with the organization quality standards, methodological guidelines and procedures.
• Develop strategic long-range and long-term plans to achieve strategic objectives. Implement new operational processes.
• Guarantee the availability of the facilities and their services for the optimal functionality of the Data Centers in all the factories.
• Prepare in coordination with the local support engineer and the IT Infrastructure Manager the annual budget for every factory; optimize the usage of it during the fiscal year.
• Ensure compliance with the OLA’s and the SLA’s compromised by the IT Management to the organization.
• Direct and coordinate the help desk service.
• Coordinate and supervise IT providers and local support engineers for the maintenance on the factories. Agree witht he factories on maintenance windows and validate with the corporate team the possible impacts before it.
• Lead the team to achieve the goals and propose improvements with a high impact for the organization.
• Manage contracts with suppliers (consulting, SW and HW), controlling their correct operation and transferring the relevant information to their Management. Similarly, constantly evaluate other suppliers, alternatives and their performance improvement strategies.
• Being the main agent of change in the area. Generate reports related to the operation of the area.
• Plan and execute the preventive and / or corrective actions necessary to keep the group's computer equipment fully operational.
• Maintain constant communication with all the units and factories of the group, in order to facilitate timely attention to emergencies and inquiries regarding computer systems.
• Complement and supervise the help desk services, add new services as required.
• Transform the support group to be the Hub between IT and the factories to adapt and implement IT in more process, keeping in mind the main KPI's of the organization.
• Replicate best practices among the support crew to establish a better response and a more standardized way to work looking to improve IT services.
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