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LATAM Head of IT Operations

Company: Millicom International Cellular SA
Location: Miami
Posted on: September 17, 2020

Job Description:

The Latam Head of IT Operations will be responsible for planning, developing, implementing and evaluating the IT Operations framework and governance to secure quality and availability of operational processes and services of the IT ecosystem. Define and document processes relating to IT Operations. Orchestrate groups to lead major transformational convergent projects which encompassed both IT and Telecom as well as define improvement initiatives. Provide and maintain tools and processes for an effective and efficient handling of incidents.

The Latam head of IT operations provides guidance and supports Local Operations on how to handle escalations, resolving user issues, and monitoring the performance of business-critical systems to prevent delays and outages and quickly resolve ongoing IT issues.

THE WAY WE WORK

You are open-minded, passionate and the way you work energizes others. You are committed to the timely delivery of a job well done. You behave with integrity and transparency.

CORE RESPONSIBILITIES

· Enable, support, and optimize the management, maintenance, and use of the IT Infrastructure portfolio of IT assets in Latam operations.

· Ensure support and maintenance of IT environment in Latam through technology tools, organizational and process support structures

· Collaborate with Latam OpCo’s to provide adequate Service Management

· Ensures improvement IT Operations initiatives are adequately identified, tracked and implemented

· Designs the Change models and makes sure Service Management adheres to them

· Designs the channel for users to request and receive a standard set of services: incident / problem / access and service request management

· Ensures that all standard IT services have defined approval and fulfillment channels

· Provides and maintains the tools, processes, skills and rules for an effective and efficient handling of IT incidents

· Define efficient processes and policies for IT operations and ensure that they are implemented using the eTOM/ITIL framework including:

o E2E Fault and Incident Management,

o Change Management,

o Configuration Management,

o OSS/Tools Management

· Define and drive the implementation of the IT Support Operating model for Latam Operations. Plan and support the transformation of the IT Operations to support both existing IT Infrastructure and also develop the right operating model for the converged cloud based environment

· Define, standardize and Rollout Factory ITO organization blueprint in Latam which includes an end to end IT Infrastructure responsibility such as cloud tenant operation model integration, IT Vulnerability management and IT Security Operations . Ensure IT Operations transformation is inline with the bigger Operations transformations to support the new business needs.

· Ensure Managed Service provider performs according to business expectations within the defined operational framework for IT operations

· Ensure competence development, capacity building, capabilities and process evolution to keep up with ever changing technologies.

· Supervise high impact or critical IT incidents / IT events and ensure that appropriate and effective escalation communications are in place for all stakeholders. Maintain clear paths for escalation and ensure these are managed effectively.

· Identify IT operations requirements, risks and issues, propose appropriate solutions and courses of action.

· Define an array of standardised KPIs for IT Operations which reflects the business concerns. Continue evolving those set of KPIs with Service Delivery (IT) teams to ensure continuous improvements and/or preventive actions are executed.

· Participate in periodic vendor performance reviews for strategic vendors to ensure they are meeting the agreed SLAs and manage associated remediation plans as necessary.

Job Qualifications:

· Bachelor's Degree in Computer Science and Engineering (preferred)

· Must demonstrate in-depth understanding and previous experience of IT operational processes with a preference of experience in Latam.

· In-depth understanding of the eTOM/ITIL framework

· Quality assurance

· Understanding of IT arquitecture

· Orientation to internal and external clients

· Full work proficiency in Spanish and English

MINIMUM EXPERIENCE

· Strong understanding of eTOM/ITIL Framework

· Strong understanding of Quality proceses and Governance in the IT operations environment

· Strong experience and understanding of Project Management methodology and direct management of large multi-million dollar projects.

· In Depth understanding of IT Operations Management and KPI/SLA management with a focus on Customer Experience Management.

·  Minimum 5 years’ experience working in the Telecom Industry (Preferably in the IT operations area)

CORE COMPETENCIES

· Management and leadership

· Exceptional service and results orientation

· Superior analytical and problem-solving abilities

· Ability to work under pressure and time constraints

· Ability to work effectively with a wide range of cultures in a diverse community

· Ability to present ideas in business-friendly and user-friendly language . Successfully presents technical information. Ability to make effective and persuasive presentations to senior management

· Ability to achieve results through others

· Excellent self-organization and self-direction in performance of tasks, including time management skills

Keywords: Millicom International Cellular SA, Miami , LATAM Head of IT Operations, Other , Miami, Florida

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