Customer Solution Engineer Milano

Customer Solution Engineer
Milano
Lombardia, Milano

Are you passionate about technology and ready to take your career to the next level? We are looking for a dedicated systems engineer to add to our customer's team. You will play a key role in maintaining our mission-critical infrastructure, ensuring its smooth, secure, and efficient operation. If you have a background in computer science, computer systems engineering, or systems engineering and analysis, we want to hear from you Role Purpose: Technical Lead customer operations and relations with customer's teams and 3rd party, in order to collect all the technical requirements and drive the customer to the right technical solution. You will join as a connection between customer's teams, customer's 3rd party and Getronics technical teams. Your role will be a key for customer and for Getronics in order to maintain a high level of service and to support customer to manage and improve its IT infrastructure. Liaise and work closely with different technical operations teams to supervise on customer requirements to make sure customers issues are handled within the defined process framework and professionally. Speed up the customer requests to provide an excellent/premium service. Depending on skills and type of requests, you will execute the request by yourself or will track very closely with the other technical teams, though the ownership will remain under you. Chair operations meetings, manage customer enquiries, complaints, and any crisis such as incidents, security issues, escalations, etc. end to end. SLA management and improvement providing guides and applying operation actions to improve them in coordination with the SDM and customer. Ensure transition to operations is done effectively without having customer impact during new services, extensions, service improvement activities and changes. Ensuring patching activities and Vulnerabilities remediation are done in time and manner being the technical owner in contact to customer to arrange them. The governance of the patching activities and Vulnerabilities remediation is one of the most important tasks you need to perform. Associate with Sales/SDM when needed to provide value during customer discussions involving revenues growth opportunity and CSAT issues. This role requires to work within different ITIL processes to deliver the best service to customer. Responsibilities/Accountability: Strong interface with the technical verticals hence it has significance of translating customer issues into operational details and then ensure the delivery is done by the technical verticals within Operations. Lead and drive SLA standards for solutions and services in line with operation's policies and ITIL best practices. Drive service improvement by effective problem management process to significantly better customer experience working very closely with all technology operations teams. Authorizes any changes for customers from a business perspective and service improvement. Owns and drive the service liaison with Sales and SDM or customer representatives for understanding and improvements of solutions for customers based on customer business requirements. Work closely with the rest of the departments to ensure that the end-to-end management and support of infrastructure operations services are provided efficiently meeting all of customer SLAs and OLAs. Define, implement and execute runbooks for the assigned customers with the key activities to ensure quality and continuity of the service. Owns Forward schedule of changes for the customers and plans them well to ensure the correct resources and customer agreement are available. Take ownership of the tasks/tickets assigned and takes care of all tickets are being executed in the best way. Runs all the assigned tasks or assign them to the right team in the organization when technical skills are not available for a concrete technology. Skills/Experience: Good personal skills and experience to work facing customers. Good skills as project manager to be able to coordinate other technical colleagues. Good experience and knowledge of customer service operations support under an ITIL framework in a Pan-European business environment spanning multiple geographies in Europe. Minimum 5 years' experience in a technical support position. Good experience of working in a multi-national and multi-cultural spread with different teams spread across different geographical areas. Good experience of working with European teams and ease of working in matrix reporting environment. Comfortable in working with remote offshore delivery model and always seeks opportunities to lower support cost without impacting the delivery. Personal drive, highly self-motivated and self-organized. Comprehensive experience of working in an ITIL and ISO environment with hands-on past involvement in implementation of ISO and ITIL Operational processes. Graduate with Bachelor's Degree or Equivalent from University. Hands-on expertise in at least 2 of the following technical areas: vCloud, VMWare, Microsoft, Linux, Storage, backup, and networking. Fluent native in the relevant region and fluent in English(written and spoken). ISO Process training/certification. ITIL V3 Foundation Certification. Seniority level Associate Employment type Full-time Job function Information Technology Industries IT Services and IT Consulting J-18808-Ljbffr