About The Role

Service Operations Senior Specialist | hybrid | Guararema

Experience in coordinating remote Level 2 IT Operations/Support teams, supporting the dynamics of analyst distribution, and actively reviewing support channels and operational performance indicators.

Key Responsibilities

The associate will lead the distribution of Level 2 analysts to attend to various remote technical support channels.
Monitor KPIs, taking action to ensure that service channels and the technical responsibilities within each analyst's scope meet the area's objectives, as well as provide the Manager with visibility into performance and operational risks.
Demonstrate leadership and act as a role model for the team, serving as the first technical point of reference for associates in their routine activities.
Ensure communication between the team and the organization's leaders regarding operational activities and deliverables.
Use data analysis tools to observe patterns, measure performance, and propose changes according to predefined objectives.
Propose improvements in pursuit of the continuous evolution of operational deliverables.

Skills

Critical incident management (escalation and management)
Command Skills, Conflict Management, Deliver Through Others
English proficiency

What can you expect from Mars?

Work with over 130,000 diverse and talented Associates, all guided by the Five Principles.
Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.
Best-in-class learning and development support from day one, including access to our in-house Mars University.
An industry competitive salary and benefits package, including company bonus

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