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KERING TECHNOLOGIES - EUS Global L2/L3 Relationship Manager

Kering - Regular
- France

Job Family Group Description - Information Technology: Gathers jobs providing support to the business through IT services and expertise. Includes fields such as IT business solutions, data and infrastructure management and systems infrastructure. Job Family Description -End-User Support: Provides end-user computing support services. Has technical expertise in end-user computing activities and in-depth knowledge of hardware, software, and user requirements. Keeps the infrastructure available: computers, networks, and telecommunications. Increases efficiency and effectiveness of information flow, working closely with users.

ROLE MISSION

The EUS Global L2/3 Relationship manager liaises with global L2/L3 support teams to drive ticket resolution and alignment with defined SLAs, as well as improvement plans.

KEY ACCOUNTABILITIES

  • Monitor escalations from L1/L1+ to global L2/L3 teams (ticket reporting per product, per status, per type, per brand…)
  • Monitor Service Level Agreements related to tickets managed by global/local L2/L3 teams
  • Collaborate with global L2/L3 support teams to drive incident and requests resolution in accordance with customer priority and agreed SLAs
  • Identify and make recommendations for process improvements
  • Gather feedbacks from all L2/L3 teams to optimize and improve L1/L1+ support, while maintaining a solid understanding of general user support needs and requirements
  • Identify needs for L1/L1+ skills improvement
  • Identify procedures to be written by L2/L3 global teams for recurrent incidents and requests that could be managed by L1/L1+ teams instead of L2 teams

KEY REQUIREMENTS

  • ITILv3 Certification
  • 5 years Experience working with ServiceNow and other ITSM tools
  • Thorough understanding of ITSM and industry best-practices
  • Strong Customer Centric skills
  • Good level of written and spoken English

Kering is committed to building a diverse workforce.
We believe diversity in all its forms – gender, age, nationality, culture, religious beliefs and sexual orientation – enriches the workplace. It opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to adapt to a changing world. As an Equal Opportunity Employer we welcome and consider applications from all qualified candidates, regardless of their background.

  • Full time
  • 欧洲
  • France
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