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Location: Berlin, Berlin, Germany 
Job ID: 63180 

We Elevate... You

Join Schindler and help us elevate our world: Use your skills to allow megacities to grow. With our elevators and escalators, we keep the urban world moving.
 

Since 1874 Schindler has been a Citymaker with proud reputation for elevating not only buildings, but the well-being of everyone who lives and works in them. People, passion, and innovation are the pillars of our success.

 

With our elevators, escalators and moving walks, we move more than one billion people every day all over the world. Our core business comprises service, new plant construction and modernization, but we think much further: We shape the future of urban mobility with innovative, digital solutions.

 

Join us as a

Global Digital Operations - Digital Control Center / Team Lead 2nd Level Support (m/f/d)

 

We Elevate... Your Responsibilities

  • Orchestration of the global IoEE support community consisting of the Digital Control Center and various product development teams 
  • Definition, implementation and continuous optimization of support processes, methods and tools based on feedback and KPI evaluations
  • Definition and continuous measurement of relevant KPIs as well as corresponding SLAs/OLAs with the goal of high service quality and operational excellence.
  • Ensure consistent professional communication to customers and users through all teams in the support community
  • Lead incident response activities to find solutions (problem management), contribute to product improvements from an operational perspective.
  • Provide ongoing training to team members to sustain efficiency improvements.
 

We Elevate... Your Best Self


Expertise:

  • A minimum of 5 years’ experience in a support organization or software development with technical support aspects. 
  • A minimum of 3 years' experience in a team lead / management role for a support organization Profound knowledge and proven experience with the  ITIL framework and management of support processes (e.g. major incident handling)
  • Very structured and process driven approach for problem solving
  • Strong communication as well as interpersonal and intercultural skills
  • Experience in change management regarding IT service processes
  • Ability to work under pressure and effectively prioritize tasks and manage time
  • Experience in effectively coaching and mentoring a highly skilled international team
  • Strong analytical thinking and ability to find practical solutions to complex topics
     

Knowledge, Skills and Languages:

  • Knowledge in process mapping and documentation of processes
  • Strong support mindset and support attitude      
  • Strong knowledge in application and customization of ITSM tools and systems (e.g. service now)     
  • Experience in working with Windows and Linux based systems
  • Good knowledge of Atlassian tool suite / ticketing tools
  • Fluent in Business English (written and spoken)
     

Education:

  • Bachelor’s degree-education in computer science, engineering sciences, technical diploma or equivalent qualification
  • ITIL Foundation would be a plus
 

We Elevate... You

 

Can You Elevate Us?

Contribute to our success and join us in shaping the mobility of tomorrow! We look forward to receive your complete online application including your earliest availability and salary expectations. Please contact Anja Stanojlovic, Schindler Digital Innovation GmbH (3870), +4915168968494 for further questions.

 


www.schindler.de

 

At Schindler Group we value inclusion and diversity, and practice equity to create equal opportunities for all. We endeavor that all qualified applicants will receive consideration for employment without regard to age, race, ethnic background, color, religious affiliation, union affiliation, gender, gender identity, sexual orientation, marital status, national origin, nationality, genetics and health or disability.

 

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