The Role
The Regional D&O Specialist manages IT support services, ensuring high service levels while coordinating major incidents and optimizing operations within the Americas region.
Summary Generated by Built In
Regional D&O Specialist, Americas
Mission:
- Manage and deliver a stable support service reducing the escalation volume in the region
- Keep level of a positive IT service survey higher than 90%
- Maintain the level of aged incidents affecting the business lower than 9%
Tasks:
- Act to collaborate and lead initiatives/projects as part of the business demand.
- Accountable for the adherence of global processes in the region.
- Ensure the organization needs are aligned with the security policies and processes implemented.
- Lead & Develop Regional IT Demand & Operations team as a global service organization.
- Accountable for major incident coordination, involving all necessary teams to solve the situation.
- Optimize costs, services scope and quality of the day-to-day operations and projects.
- Ensures compliance on the region of global IT processes and users policies.
- Constant service review for cost optimization.
- Minimize impact to the organization, and ensure change management processes are followed.
- Reduce exposure to IT-related risks, information assets and technologies.
- Ownership of multidisciplinary IT projects management.
- Develop our people and the partnership with our external providers.
- Keeps alignment between 1st and 2nd level support processes with all IT functions.
- Encourage and promote security awareness for all employees.
Knowledge, experience & skill requirements:
- A person with the positive energy to contribute to the business results using technology.
- Well rounded multidisciplinary expert knowledge with specialization in all aspects of IT and with a strong financial background.
- International functional and operational expertise in IT Infrastructure and support operations.
- Excellent understanding of Business Processes.
- Experience with gap analysis, understanding and documentation.
- Experience managing IT projects in industry is a plus.
- Must be committed to providing the highest level of customer service possible.
- Superior organizational skills with ability to prioritize work-load.
- Understanding and Experience working with ITIL foundation methodology and metrics.
- Ability to act as an onsite single point of contact hands on oriented.
- Must have demonstrated project management abilities.
- Passion, commitment and taking ownership.
- Proactive, pragmatic business partner with hands-on "can do" approach.
- Great service attitude and communication to support IT project and delivery execution.
- Analytical, conceptual problem-solving mindset
- Experience with quality assurance and support with multiple level of external vendors
- Excellent verbal and written communication skills and must possess strong problem-solving skills.
Requirements:
- A bachelor degree
- PMP and/or ITIL Certification (desirable)
- Advanced english (requirement)
- Portuguese (desirable)
- Must be willing to travel up to 20% of the time
- 3 to 6 years experience within IT Operations
Skills Required
- Bachelor degree
- 3 to 6 years experience within IT Operations
- Advanced English
- PMP and/or ITIL Certification
- Portuguese
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
Pacifica Continental is a global recruitment firm specialized in strategic positions such as board members, c-suites, senior and middle management, and skilled professionals across various industries, helping clients attract, develop, and retain talent to accelerate business growth.
