L6 Assistant Manager Service Operations

2 weeks ago

Puchong New Village, Malaysia Mercedes-Benz Services Malaysia Sdn Bhd Full time

Aufgaben:

The Mercedes-Benz Group AG is one of the most successful automotive companies in the world.

With Mercedes-Benz AG and the divisions Mercedes-Benz Cars, Mercedes-Benz Vans and Mercedes-Benz Mobility AG, the vehicle manufacturer is one of the largest and most successful suppliers of premium passenger cars.

The Operations & Credit Operations

  • OneHUB is responsible for creation of a framework to implement centralized and integrated business operations centers on three continents, delivering the most efficient processes to our customers. Our aim is to have the First OPS Hub "live" with operational readiness reached for pilot markets, designed as a scalable blueprint for Global Operations Hubs. With the Hub, we will reduce operational costs while ensuring a standardised luxury customer experience. It will also help us to be one step ahead of our competitors and to balance phases of high and low demand, and therefore improving overall competitiveness and efficiency. Additionally, our operating model will be enhanced with the best of industry and global MBM best practices.
We are a global team with international and diverse experience, co-located on multiple continents.

We are committed to an Agile mindset, working with the Scrum and Scaled Agile Framework (SAFe) methodologies in a hybrid working arrangement.

The team displays a very high commitment to our objectives and is determined to go the extra mile to achieve them.

We place a high value on communicating directly and as equals in regular meetings. We also believe it is important to be constructive and honest. The team believes in customer collaboration and quick response to change.

Working for one of the Must-Wins for MBM, you will be responsible for subprojects and a wide range of exciting tasks with a considerable impact on the entire organization.


This role is responsible to:
- mainly to ensure the IT operational services for the areas of incident, problem, event, access, release and service request the regional service operations team and also to ensure the quality standards of our service delivery center in India.

support hardware procurement via our outsourced partner, managing call center management and supporting on network related topics
Your tasks will be in these areas:

**Service Operations Management

  • Incident, Problem, Event, Access, Release and Service Request management.
Ensure the SLAs are met for ticketsApplication & infrastructure Design, Recovery & SetupPerform deployment of patchesManagement of our service delivery center in India for the support of service operations in the following areas:
Incident, Problem, Event, Access, Release and Service Request management.

Ensure that SLA's are met especially for high priority ticketsExperience in creating & managing a knowledge base would be an added advantageEnsuring all users are having required IT equipment.

**Service Operation Design

  • Infrastructure Capacity & Demand Management
  • Disaster Recovery, Application Recovery & Business Continuity Planning
  • Experience in Application Monitoring Tools would be an added advantage (App dynamics, Dynatrace, Solarwinds, SCOM)
**Security/Vulnerability Management

  • Ensure that running systems are in compliance with Daimler Security Policy
  • Perform software and hardware upgrades

Qualifikationen:

Qualifications:

**Education & Work Experience
**Technical Knowlegde

  • Good IT Infrastructure background and technical understandingProfound knowledge with Microsoft products such as Windows Server, SQL Server, IIS, MS Office, Power BI etc.
Familiar with auto-deployment and version control tools such as Octopus, GitHub, TeamFoundation Server etc. **Soft Skills/Individual Competence

  • Possess strong Leadership and Customeroriented attitudeHighlymotivated individual and able to work independently as well as a team playerPossess good problemsolving skillsExcellent communication skills in both written and oral with crosscultural competenceExcellent organizational & facilitation skillsFamiliar with agile projectsOpen mindset and handson approachExperience in managing of Service Operations teamOutstanding communication and negotiation skills
  • Excellent organizational and leadership ability

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