col-wideJob Description:
ATS is currently seeking a suitable candidate to lead the support ofManufacturing IT solutionsdelivered to leading Global manufacturers.
In this role, you will beresponsible for supervising and delivering resolutionsto a variety of technical issues. You will be responsible for supportinghardwareandsoftwareas well as maintaining technical documentation.
You will also have a basic understanding of ITIL service management and will use this as a framework to ensure processes are understood and followed.
The role will primarily involve leading the delivery of 1st and 2nd line technical support to the ATS customer base in Italy and globally.
The role will additionally require inclusion into an on-call rota to ensure ATS are able to meet the demands of our customers.
YOUR PROFILE
The right candidate has a minimum of2 years experiencein a similar role.
Knowledge ofManufacturing Processes & Automation would also be advantageous in this role.
The ability to manage yourself and others to deliver the resolution of high-impact issues is essential
The candidate should be anexcellent communicator and able to present ideas clearlyand effectively both internally and externally.
Candidates should be highly motivated and capable of the development and application of skills in new and existing technologies.
Enthusiasmand a desire for success are character traits we are seeking as is the ability to lead or work as part of technical teams as required.
RESPONSIBILITIES
Lead delivery of 1st and 2nd line Support of manufacturing IT solutionsincluding client, server, and network components. This may include Hardware, Software and Databases.
Oversee andcoach engineersto follow best practices for incident management as well as being a point of escalation
Under the direction of the Technical Serviceslead deliver timelyand SLA bounded responses to customer incidents, dealing with issues through a formal service management process.
Production of quality technical documentation for Internal & external use.
Follow ITIL service management framework to ensure effective process delivery;
Incident Management– Driving Incident resolution and escalating as appropriate
Major Incident Management– A contact/escalation point for major incidents
Problem Management– Ensuring that RCAs (route cause) are completed in line with SLA targets
Change Management– Log, prioritise and asses system changes
Asset Management– ensuring that asset records are always up to date
Service Reporting– Providing key reports as required
BENEFITS
Become part of a successful, dynamic team delivering solutions to our customers which in turn will deliver business benefit therefore enhancing our customer's performance. In return, the position offers a very competitive salary & benefits package.
