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Technical Services Process Controller - RIM

Fujitsu Technology Solutions Sp. z o.o.

Fujitsu Technology Solutions Sp. z o.o.

aleja Roździeńskiego 1

Katowice

Your responsibilities

  • Team SLA control:

  • Monitors queues (dispatches, if required) Incidents, Changes/Change Tasks and Problems/Problem Tasks within a Team,

  • Prevents SLA breaches by properly communicating with tickets assignees within the Team,

  • Responsible for collecting breached tickets mitigations, analysis and reporting to TTM,

  • Takes ownership for collecting and maintaining Team SLA dashboard,

  • Escalates issues and concerns as necessary to deliver required Service Level and meet or exceed Customer expectations

  • Team Communication:

  • Monitor Team Shared Mailbox(es) and ensures proper handling of mails to avoid backlog,

  • Takes responsibility for maintaining Team CommCell board

  • Facilitates CommCell meetings and documents meeting minutes

  • Service Delivery:

  • Monitors meeting invitations and ensure Team representative presence,

  • If necessary – participates in meetings as a Team representative (non-technical),

  • Tracks Service Improvements,

  • Maintains JML Process for the Team (together with management of Engagement Models and monitoring of Access Rights control for the Team)

  • (TBD) Validates Statement of Work documents

  • Service Reporting:

  • Ensures Estate Database Maintenance,

  • Ensures input for MOR meeting with Customers,

  • Ensures timely technical reporting as demanded by customers/Account Teams/TSTMs,

  • Maintains SLA reporting

  • Administrative tasks:

  • Owns basic administrative tasks (i.e. Team ROTA maintenance, On-Call shifts, on-call ROTAs fillouts),

  • Ensures timely OneERP by Team members,

  • Ensures timely completion of Mandatory trainings,

  • Acts as a Team Manager deputy – in emergency cases/if necessary and/or being stand-in during TSTMs absence/holidays,

  • JML coordination

  • Ensures the Team Knowledge Base is in place with regular reviews and control,

  • Maintains Team internal technical and process documentation,

  • Tracks Team internal performance/organizational improvements

Our requirements

  • Excellent approach to business model and working under SLA requirements;

  • Advance IT knowledge (Windows Platforms, Networking, VDI environment);

  • Strong customer relationship and excellent problem solving;

  • Excellent communication and team work;

  • Drive and determination;

  • Initiative to constantly improve solution methods;

  • Flexible approach and working well under pressure;

  • Time management;

  • Ability to prioritise tasks;

  • Experience in working with the transitions.

  • Benefits

  • sharing the costs of sports activities

  • private medical care

  • sharing the costs of foreign language classes

  • sharing the costs of professional training & courses

  • life insurance

  • remote work opportunities

  • flexible working time

  • employee referral program

  • charity initiatives

Fujitsu Technology Solutions Sp. z o.o.

Fujitsu offices in Poland are located in Warsaw, Łódź and Katowice. In Warsaw we perform sales and client support services. The Global Delivery Center Poland, located in Łódź and Katowice, employs specialists within business areas: Service Desk, Service Management, DX Services, Application & Multi-Cloud Services, Workforce & Workplace Services, Enterprise Cyber Security Services, Business Process Services oraz Program & Project Services.

In Łódź, Fujitsu also employs professionals for Fujitsu Business Services, in the following areas: Finance (P2P, O2C, General Ledger, Project and Contract Accounting, Treasury, Master Data, Bid Finance Team and Product Pricing Office), Supply Chain (Order Management & Procurement), Internal Audit, Assurance as well as HR Service Delivery.

At Fujitsu we firmly believe that technology enables people's happiness and wellbeing. As it plays a more important role than ever before, we must put people at the center of everything that we do. We believe a human-centric approach is the only way to deliver on the promise of the digital.

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