Technical Services Process Controller - RIM
Fujitsu Technology Solutions Sp. z o.o.
Łódź, łódzkie, Polska
2 d. temu
source :

Technical Services Process Controller - RIM

Miejsce pracy : Łódź

Your responsibilities

  • Team SLA control :
  • Monitors queues (dispatches, if required) Incidents, Changes / Change Tasks and Problems / Problem Tasks within a Team,
  • Prevents SLA breaches by properly communicating with tickets assignees within the Team,
  • Responsible for collecting breached tickets mitigations, analysis and reporting to TTM,
  • Takes ownership for collecting and maintaining Team SLA dashboard,
  • Escalates issues and concerns as necessary to deliver required Service Level and meet or exceed Customer expectations
  • Team Communication :
  • Monitor Team Shared Mailbox(es) and ensures proper handling of mails to avoid backlog,
  • Takes responsibility for maintaining Team CommCell board
  • Facilitates CommCell meetings and documents meeting minutes
  • Service Delivery :
  • Monitors meeting invitations and ensure Team representative presence,
  • If necessary participates in meetings as a Team representative (non-technical),
  • Tracks Service Improvements,
  • Maintains JML Process for the Team (together with management of Engagement Models and monitoring of Access Rights control for the Team)
  • TBD) Validates Statement of Work documents

  • Service Reporting :
  • Ensures Estate Database Maintenance,
  • Ensures input for MOR meeting with Customers,
  • Ensures timely technical reporting as demanded by customers / Account Teams / TSTMs,
  • Maintains SLA reporting
  • Administrative tasks :
  • Owns basic administrative tasks (i.e. Team ROTA maintenance, On-Call shifts, on-call ROTAs fillouts),
  • Ensures timely OneERP by Team members,
  • Ensures timely completion of Mandatory trainings,
  • Acts as a Team Manager deputy in emergency cases / if necessary and / or being stand-in during TSTMs absence / holidays,
  • JML coordination
  • Ensures the Team Knowledge Base is in place with regular reviews and control,
  • Maintains Team internal technical and process documentation,
  • Tracks Team internal performance / organizational improvements
  • Our requirements

  • Excellent approach to business model and working under SLA requirements;
  • Advance IT knowledge (Windows Platforms, Networking, VDI environment);
  • Strong customer relationship and excellent problem solving;
  • Excellent communication and team work;
  • Drive and determination;
  • Initiative to constantly improve solution methods;
  • Flexible approach and working well under pressure;
  • Time management;
  • Ability to prioritise tasks;
  • Experience in working with the transitions.
  • Benefits

  • sharing the costs of sports activities
  • private medical care
  • sharing the costs of foreign language classes
  • sharing the costs of professional training & courses
  • life insurance
  • remote work opportunities
  • flexible working time
  • employee referral program
  • charity initiatives
  • Fujitsu Technology Solutions Sp. z o.o.

    Fujitsu offices in Poland are located in Warsaw, Łódź and Katowice. In Warsaw we perform sales and client support services.

    The Global Delivery Center Poland, located in Łódź and Katowice, employs specialists within business areas : Service Desk, Service Management, DX Services, Application & Multi-Cloud Services, Workforce & Workplace Services, Enterprise Cyber Security Services, Business Process Services oraz Program & Project Services.

    In Łódź, Fujitsu also employs professionals for Fujitsu Business Services, in the following areas : Finance (P2P, O2C, General Ledger, Project and Contract Accounting, Treasury, Master Data, Bid Finance Team and Product Pricing Office), Supply Chain (Order Management & Procurement), Internal Audit, Assurance as well as HR Service Delivery.

    At Fujitsu we firmly believe that technology enables people's happiness and wellbeing. As it plays a more important role than ever before, we must put people at the center of everything that we do.

    We believe a human-centric approach is the only way to deliver on the promise of the digital.

    Information clausePlease be advised that the controller of your personal data, collected in connection with the recruitment process in which you participate, is the company under the name Fujitsu Technology Solutions Sp.

    z o. o. seated in Warsaw (02-255) Krakowiaków 36 Street, e-mail : GDPR.Poland (hereinafter : Data Controller ).

    Your personal data will be processed by the Data Controller for the purpose :

  • Conducting recruitment processes pursuant to art. 6 clause 1 "b" GDPR, i.e. the need to take action at your request, before concluding the employment contract.
  • Processing for this purpose will take place until the end of recruitment for this position.

  • Carrying out recruitment processes in the future for positions other than those for which you are currently recruiting, if you express your voluntary consent, which will be a prerequisite for processing resulting from art.
  • 6 clause 1 "a" GDPR. Processing for this purpose will take place for the time during which the Data Controller will have positions for which, due to your education and experience, your candidacy may be taken into account in the event of recruitment, however, no longer than until you withdraw your consent.

  • Pursuing claims and defense against claims arising from recruitment processes in which you will participate - based on the premise of art.
  • 6 clause 1 "f" GDPR, i.e. the justified interest of the data controller described above. Processing for this purpose will take place until the expiry of the limitation period for claims, and in the event of the initiation of proceedings from such a claim - until the final termination of the proceedings.

    Personal data will be transferred by the Data Controller to public entities, if the obligation to provide it results from the generally applicable provisions of law.

    Please also note that you have the right to request from the Data Controller :

  • access to personal data,
  • rectification of personal data,
  • delete personal data,
  • restrictions on the processing of personal data,
  • the right to object to the processing of personal data,
  • the right to transfer personal data,
  • the right to withdraw consent in the case of processing your data based on the premise of consent,
  • the right to lodge a complaint to the President of the Office for Personal Data Protection in connection with a breach of personal data protection.
  • The rights listed in points 1-7 above can be realized by sending an email to : GDPR.Poland personal data by you is voluntary, but necessary to participate in the recruitment process.

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