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About the role
As an IT Support team member at Valeo, you will play a crucial role in ensuring the smooth running of technology projects and maintaining high service levels. Your responsibilities will include: - Performance Management & KPI Reporting: - Formulate, track, and prepare comprehensive KPIs related to various aspects such as Incidents, Service Requests, Changes, Problems, and Major Incidents. - Compile and track Service Level Agreement (SLA) violations, providing detailed justifications and root causes for any deviations. - Design and deliver monthly IT Governance presentations for leadership, offering strategic analysis based on established KPIs. - Cross-Functional Coordination & Governance: - Partner with domain-specific Service Delivery Managers and Coordinators to review performance metrics. - Conduct analysis sessions to investigate KPI trends discrepancies and ensure corrective actions are identified and implemented. - Service Catalog Management: - Safeguard Service Levels from the IT Service Catalog. - Identify requirements for service additions, modifications, or retirements, coordinating with the internal JIRA Administration team for accurate mapping in the JIRA ticketing tool. - Problem & Major Incident Governance: - Drive Problem Management governance by ensuring thorough documentation, investigation, and Root Cause Analysis for every Major Incident. - Monitor Problem ticket lifecycles to ensure implementation of preventive measures by technical teams. - Continuous Service Improvement (CSI) & Automation: - Proactively audit governance tasks to identify inefficiencies and recommend automation use cases for streamlined workflows and improved data accuracy. Required Skills: - Exceptional Communication skills with a customer-first mindset. - Technology Proficiency with basic understanding of IT infrastructure, software, Security, or networking concepts. SQL knowledge for customized reporting. - Analytical Mindset to identify trends and root causes behind data. - Team Player with effective collaboration skills. - ITIL Knowledge with strong understanding of ITIL processes. ITIL v3 or v4 Foundation certification preferred. By joining Valeo, you will become part of a global innovative company that values diversity, international collaboration, and environmental sustainability. With over 20,000 engineers dedicated to Research & Development and a commitment to sustainable development, Valeo offers a multi-cultural environment with vast opportunities for career growth. Check out more information on Valeo at Valeo Website. As an IT Support team member at Valeo, you will play a crucial role in ensuring the smooth running of technology projects and maintaining high service levels. Your responsibilities will include: - Performance Management & KPI Reporting: - Formulate, track, and prepare comprehensive KPIs related to various aspects such as Incidents, Service Requests, Changes, Problems, and Major Incidents. - Compile and track Service Level Agreement (SLA) violations, providing detailed justifications and root causes for any deviations. - Design and deliver monthly IT Governance presentations for leadership, offering strategic analysis based on established KPIs. - Cross-Functional Coordination & Governance: - Partner with domain-specific Service Delivery Managers and Coordinators to review performance metrics. - Conduct analysis sessions to investigate KPI trends discrepancies and ensure corrective actions are identified and implemented. - Service Catalog Management: - Safeguard Service Levels from the IT Service Catalog. - Identify requirements for service additions, modifications, or retirements, coordinating with the internal JIRA Administration team for accurate mapping in the JIRA ticketing tool. - Problem & Major Incident Governance: - Drive Problem Management governance by ensuring thorough documentation, investigation, and Root Cause Analysis for every Major Incident. - Monitor Problem ticket lifecycles to ensure implementation of preventive measures by technical teams. - Continuous Service Improvement (CSI) & Automation: - Proactively audit governance tasks to identify inefficiencies and recommend automation use cases for streamlined workflows and improved data accuracy. Required Skills: - Exceptional Communication skills with a customer-first mindset. - Technology Proficiency with basic understanding of IT infrastructure, software, Security, or networking concepts. SQL knowledge for customized reporting. - Analytical Mindset to identify trends and root causes behind data. - Team Player with effective collaboration skills. - ITIL Knowledge with strong understanding of ITIL processes. ITIL v3 or v4 Foundation certification preferred. By joining Valeo, you will become part of a global innovative company that values diversity, international collaboration, and environmental sustaina
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