Operations Lead (Salesforce)

Operations Lead (Salesforce)

Łopuszańska 95, 02-457 Warszawa, Poland
Full-time
Legal Entity: Robert Bosch Sp. z o.o.

Company Description

At Bosch, we shape the future by inventing high-quality technologies and services that spark enthusiasm and enrich people’s lives. Our promise to our associates is rock-solid: we grow together, we enjoy our work, and we inspire each other.

Job Description
Tasks:

As IT Operations Lead in the Business Team Mobility Solutions you will be take care of operations and support in an efficient end-to-end approach for selected BBM business units. Your daily responsibilities will include:

• Collaborating with business team leads, business consultants, solution managers, central support managers and application infrastructure consultants to ensure IT availability of your customers’ business processes.
• Being responsible for managing the preparation of operations and support, the smooth transition during the design & build phase and the proactive resolution of customer complaints in escalations and task forces by orchestrating relevant stakeholders during the run phase.
• Engaging in managing the continuous improvement of operations and support levels for your customers and solutions with a strong focus on SAP and supporting management with relevant KPIs.
• Managing escalations as a problem owner for all „run” aspects of the IT product lifecycle. acts as the „caretaker” for all end-2-end operational issues that occur in the respective GE.
• Taking responsibility for maintaining the required operational documentation (ITOM, SLA, CMDB, etc.).
• Suggesting and promoting service and quality improvements on an ongoing basis to continually improve quality and customer satisfaction for the IT-Solutions and Products.
• Communicating proactively with unit counterparts (GE and CESUM) to provide information on downtimes, maintenance windows, service improvement plans etc.
• Owning the running interfaces in our solution landscape
• Providing regular reports on IT – Solution performance and availability.

Qualifications
Profile:

• Several years in similar contexts, experience in IT services (applications, infrastructure, platforms, digitalization)
• Salesforce – broad experience of Salesforce implementation and products
• Infrastructure – General knowledge about all involved layers of a cloud solution (Network, Applications, Interfaces, …)
• Quality tools – e.g., 8D-Reports
• Expert knowledge of ITIL processes (Incident-, Problem-, Asset-, Crisis-, Service-, Change-Management, etc.)
• Good understanding of performance metrics (KPIs, SLAs, OLAs) and business needs
• Personality: Proactive communication skills
• Working Practice: Good analytical and problem-solving skills
• Languages: fluent command of English, German is a plus (not a must)

Additional Information
Benefits:

• Contract of employment and a competitive salary (together with annual bonus)
• Flexible working hours with home office after the pandemic as well
• Complex environment of working, professional support and possibility to share knowledge and best practices
• On-going development opportunities in a multinational environment
• Broad access to professional trainings, conferences and webinars
• Private medical care and life insurance
• Sport pass, co-financing lunches, language courses
• Number of benefits for families (for instance summer camps for kids)
• Referral Bonus Program
• Non working days on the 24th and 31st of December

I’m interested

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W Boschu możesz być sobą. Rozwiązania takie jak elastyczny czas pracy, półkolonie dla dzieci pracowników czy home office pozwolą Ci znaleźć równowagę między karierą a życiem osobistym, niezależnie od tego, jakie wyzwania przed Tobą stoją. U nas work-life balance idzie...