Empresa: Thomson Reuters
Industria: Información e Investigación
Descripción: Thomson Reuters provides knowledge to act: we deliver intelligent information quickly and efficiently so professionals can make decisions that matter. We combine industry expertise with innovative technology to deliver critical information to leading decision makers in the financial, legal, tax and accounting, scientific, healthcare and media markets, powered by the world's most trusted news organization.
Ubicación: Bartolomé Mitre 430, Buenos Aires, Capital Federal, Argentina
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Support Manager
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Fecha:
11 enePuesto:
Support ManagerPerfil:
SeniorTecnologías requeridas:
• MS Office (No Excluyente)Lugar de trabajo:
Argentina, CABA, MicrocentroSexo:
Indistinto -
Tareas
Project Summary: Thomson Reuters Eikon is the next generation of Thomson Reuters Markets desktop information products, and is transforming this business by delivering compelling and customer driven products over a single, flexible and robust platform. This role resides within the One Platform Technology Operations Support team, whose aim is to successfully operate and enhance the One Platform environments globally, managing the overall global service to the best possible standard. This role leads a team of 10-15 FTEs responsible for the daily 2nd level technical support of the One Platform environements globally. The support teams are operating in 2 shifts across the US/BA and Singapore/BKK. The One Platform Technology Operations team is based in the US, Argentina, Geneva, India, Singapore and Bangkok.Essential Day-to-Day Responsibilities:- To coordinate resolution of Eikon issues known to Technology Operations, managing speedy and effective resolution through the One Platform Tech Ops team or assorted partners in Operations, Development, and other Support teams across the company.
- To ensure that a service orientated focus is maintained by all support chain participants through normal day to day operations or during ICCs for major issues.
- To manage a team of 10-15 Support Engineers, working dayside only shifts.
- To support and compliment all One world processes and ITIL initiatives and to support the Technology Operations Management Team.
- To build strong, daily, international working relationships with the other 1st and 2nd level teams within One Platform Tech Ops and beyond. Handover of Operational issues to the next shift team and to ensure best practices are followed, whilst ensuring the highest levels of service are maintained.
- To drive the transformation of the quality and efficiency of the service provided to Eikon customers, through transition of roles to strategic operational centres, upskilling of staff, improvement of key processes, automation and simplification of key operational tasks, strengthening of monitoring and management tools, and other innovations.
Required Skills:- Graduate degree
- Experience: 10 years plus IT experience (with 2 years plus Management experience with ITIL Process, Project and People Management)
- Service Support Experience using ITIL processes such as Incident, Problem, Change, Configuration and Release.
- Highly motivated individual, with a positive & pro-active attitude to work, and willingness to make changes to improve operational efficiency through innovation, process and procedure, and adopting and adapting ideas and practices from elsewhere.
- Strong personality, ability to influence senior management and project managers if required to pursue rigorous operational and service standards.
- Initiates dialogue, encourages discussion and shares knowledge willingly
- Adapts communication style and medium to suit message and audience
- Maintains and build networks across and beyond the organisation to help deliver core objectives.
- Logical & systematic approach to problem solving.
- Effectively manages and works with a variety of people and teams
- Manages activities to successful conclusion by planning and prioritisation.
Any Certifications Required:- ITIL Foundation
