Infrastructure, Helpdesk and Service Level Manager
We are seeking a dynamic and experienced professional to lead our Infrastructure, Helpdesk, and Service Level team at Santander Consumer Finance Portugal.
Key Responsibilities:
* Manage and coordinate the infrastructure and helpdesk team, fostering a high-performance and collaborative environment.
* Ensure efficient handling of incidents, support requests, and service levels, meeting defined SLAs.
* Develop and implement strategies and action plans for modernization and robustness of IT infrastructures.
* Continuously monitor and optimize IT processes, ensuring the stability, resilience, and security of the technological environment.
* Collaborate closely with other IT teams, internal areas, and external providers to align objectives and solutions.
* Dashboard and Report elaboration.
* Inform internal departments about existing or potential production issues.
* Set controls and rules for Releases to ensure service quality.
Profile:
* Degree in Computer Engineering, Technology Management, or similar fields.
* At least 5 years of experience in similar roles, with a focus on team management and IT infrastructure coordination.
* Strong knowledge of ITIL and service level management best practices.
* Leadership, effective communication, and problem-solving skills.
* Proactive attitude in managing the risks inherent to day-to-day activities.