DMINT - Digital Support Lead

• Coordinate with key clients (Directors and process managers) to define roadmap and process priorities of the processes he owns : Change Management, Incident Management, problem management and Knowledge management
• Defining the Methodology and framework of the support operations aligned with Michelins global standards.
• Point of contact and accountable during Major Incident to ensure timely resolution of the most urgent and impacting incidents affecting business operations (Priority 1 incidents).
• Be the escalation point for all clients on service-related issues.
• Manage escalations by ensuring correct processes are followed and that the right people are engaged to bring quick and efficient resolutions
• Partner with other leaders across the organization and champion the day-to-day operation, continuous improvement, and governance of the lifecycle of IT Service Management
• Manage, report and communicate on the performance of the processes.
• Own and manage the process including driving the evolution of the process from A to Z;
• Monitoring of applications, infrastructure from cloud and optimizing the same.
• Coordinate and facilitate the Change Management process across the program;
• Continuously work with a mindset of One DCTI Michelin by identifying opportunities to standardize, integrate and optimize processes between DMINT and the rest of Michelin
• Be a agent of change and demonstrate thought leadership to drive various initiatives
• Own and be responsible for compliance like Project Audit, Security Audit (wherever applicable) along with key support SLAs
• Analyze operational results / KPIs and drive continuous improvements to improve service quality
• Be role model and cultivate and foster the culture of open communication, trust, empathy within team.
• Ability to work both collaboratively with team members as well as autonomously on projects and transverse initiatives.
• Setting and meeting performance targets for service levels, quality, effectiveness and efficiency.
• To contribute to the production of management information reports for key groups within the organization.
• Develop and maintain close working relationships with stakeholders to identify process and systems improvements which could improve service provision and/or efficiency throughout the organization.
• He/She will also follow up and report on the adherence to the processes in the department and work with other support managers to ensure Michelin global coherence
• Should be flexible enough to work in a shift as per the requirement of the DMINT program.
• Should be able to work in a growing platform, turn uncertainties into opportunities and ability to provide solution to problems.
  

Skills