Expert Global Network Voice & Service Desk

• Experience in management of Infrastructure services, Communications, or complex technological environments.
• Experience working transversally with different technological teams and areas.
• Experience in Incident, Problem, and Change management.
• Experience in coordinating providers and multidisciplinary teams.
• Experience in monitoring SLA, KPI, and service governance models.
• Experience in identifying and resolving recurring problems.
• Experience in continuous improvement initiatives and process optimization.
• We value experience in corporate environments with multiple services and stakeholders.

• We value additional training in service management, processes, projects, or technology management.
• We value experience with Service Management tools, such as ServiceNow.

• Higher degree or bachelor's degree in computer science, telecommunications, or similar.

• Spanish or Catalan: Native or bilingual level.
• English: B1 level (B2 or C1 valued).

Reference: 38729

Vacancy: IT Platforms Infrastructure ROLE

Location: Spain > Barcelona > Sabadell

Organizational Levels: [[Vacante_Organizacion1]] > [[Vacante_Organizacion2]] > [[Vacante_Organizacion3]] > [[Vacante_Organizacion4]] > [[Vacante_Organizacion5]]

Multi-location Possibility: No

Experience: 2 years

Education Level: Degree / Technical Engineering

Guarantee a transversal vision of Communications and Workplace services, ensuring their correct management, evolution, and quality, and facilitating coordination between different technological areas, internal teams, providers, and business areas.

The position will have an end-to-end vision of the service, connecting different Communications domains such as Workplace, Wi-Fi, SD-WAN, LAN/Data Center, and Voice, with a special focus on service management, transversal processes, coordination, problem resolution, and continuous improvement.

It will act as an integrating element between the different areas, ensuring that the dependencies, impacts, and needs of the various services are correctly identified and managed.

Responsible for administering and monitoring the data centers and cloud infrastructure used by the bank. Responsible for ensuring that the data centers and cloud infrastructure run efficiently and smoothly within the bank's system. Some of the specific responsibilities of a Data Center and Cloud Infrastructure Manager may include resource management, task planning, resource allocation, and performance monitoring of data centers and cloud infrastructure.

• Ensure a global and end-to-end vision of Communications and Workplace services.
• Coordinate the different areas and teams involved in the provision of services.
• Identify dependencies, impacts, and risks between different services and areas.
• Monitor service quality and key indicators.
• Coordinate the operational relationship with providers and partners.
• Act as a connection point between the different technical and business areas.
• Coordinate and improve transversal processes related to service management.
• Participate in the management of incidents, problems, changes, and requests.
• Identify recurring problems and ensure the follow-up of action plans.
• Promote the automation, simplification, and standardization of processes when it adds value.
• Ensure a correct transition between projects and operations.
• Understand the functioning and dependencies of the organization's main technological services.
• Coordinate aspects related to: Workplace / End User Services, SD-WAN / WAN, Wi-Fi, LAN / Data Center, and Voice.
• Communicate decisions, risks, alternatives, and evolution plans clearly.
• Facilitate decision-making in situations with transversal dependencies or impacts.

• Knowledge of the main concepts and dependencies related to: Workplace / End User Services, SD-WAN / WAN, Wi-Fi, LAN / Data Center, and Voice.
• Knowledge of IT service management and processes.
• Knowledge of Incident, Problem, Change, and Service Management.
• Knowledge of ITIL methodologies.
• Knowledge of SLA, KPI, and governance models.
• ITIL v4 and IT Service Management knowledge.
• Project management (traditional and Agile).
• Risk Management.
• Telecommunications Infrastructure (Datacenter, Networking...).
• Monitoring and reporting tools.
• Microsoft Office (advanced Excel and PowerPoint).

• Transversal vision and end-to-end orientation.
• Coordination and collaboration capacity between different teams.
• Service and internal customer orientation.
• Analytical and problem-solving skills.
• Capacity to manage priorities and complex situations.
• Effective communication with technical and non-technical profiles.
• Ability to influence and manage stakeholders.
• Proactivity and continuous improvement orientation.
• Ability to work in multidisciplinary environments.
• Organization and monitoring capacity.
• Results orientation.
• Capacity to connect needs, processes, and services from a global perspective.
• Communication and relationship capacity with other areas, business, and providers.
• High orientation toward service quality.
• Decision-making in critical environments.
• Priority management and organizational capacity.
• Capacity to lead transformation and continuous improvement initiatives.
• Adaptability and capacity to work in complex and changing technological environments.
• Teamwork and collaboration.