IT Operations and Automation Lead (online recruitment process)
Lionbridge
Warsaw, Masovian Voivodeship, Poland
2 d. temu
source : Clinch Technology Limited

Currently we are looking for an IT Operations and Automation Lead who will support our Helpdesk L1 team in improving operational efficiency, task automation and other helpdesk projects.

Key Responsibilities :

  • Creating a Functional Stack to list all the tasks performed by Helpdesk, classifying them as manual and automated / scripted and maintaining the analytics data for all mentioned;
  • Reviewing, approving and developing requests for enhancement of task automation in order to reduce number of tickets and increase to efficiency;
  • Developing the scripts in order to automate repeatable manual tasks;
  • Analyzing tickets data to look for trends, optimize the processes and ensure the effectiveness of taken actions;
  • Continuous improvement of Helpdesk efficiency, shift optimization, especially around tasks automation-knowledge implementation;
  • Daily coordination with other Helpdesk Managers to ensure Helpdesk operations is seamless throughout a day
  • Training and coaching L1 Helpdesk engineers
  • Managing all the ongoing & future projects involving Helpdesk teams according to budget, timelines and planner;
  • Ensuring BCP is maintained from Warsaw location in case of any eventuality, reduced staffing in Mumbai to deliver on key tasks / activities like Incident Management.
  • Requirements :

  • At least 5 years of experience in IT Operations (preferably Service Desk / Helpdesk area)
  • At least 3 years of thorough experience with scripting and automation the business processes / tasks;
  • Good knowledge of PowerShell to automate & prepare ad-hoc reports and SQL Database to write queries to fetch data;
  • Excellent hands-on knowledge of MS Office tools, especially advanced formulas & functions in Excel like Vlookup, Charts, Power Query, Connecting to external data, etc.
  • Experience with working on Incidents & Service Requests in an enterprise ticketing system;
  • Very good experience with task automation and scripting;
  • Fluent English knowledge;
  • Focus on quality and attention to details;
  • Strong problem-solving skills;
  • Experience in working with multi-location teams spread across the globe;
  • Ability to report the effects of work and issues;
  • We offer :

  • Full time job contract;
  • Employee benefits package (including private medical insurance, sport card, holiday allowance);
  • Day off on your birthday;
  • Work in a creative team and friendly environment;
  • Professional development opportunities in a multi-cultural environment - Lionbridge has offices in over 20 countries and many of these offices work collaboratively on projects, exposing our employees to a wide range of cultures and work styles;
  • Access to training platform;
  • Brand new office near city rail, car and bike parking.
  • We kindly inform that Lionbridge reserves the right to contact only selected candidates

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