• Collaborate with all regional leads to implement best practices and ensuring efficient and effectiveness across their region with global initiatives.
• Provide guidance, coaching and support to regional IT Communicity in all IT global/regional implementations projects to ensure high performance.
• Backup assistant for any region that could need support (follow-the-sun)
• Overseeing the delivery of IT services to meet the needs of global users and stakeholders.
• Collaborate with Infosys SIAM team.
• Ensuring that SLAs and KPIs are defined, monitored, and met consistently across their region.
• Managing relationships with internal and external service providers to ensure seamless service delivery.
• Developing and implementing a Global IT service strategy aligned with the organization's business objectives.
• Collaborating with regional stakeholders to understand their requirements and priorities and incorporating feedback into the service strategy.
• Continuously monitoring and evaluating the performance of IT services to identify areas for improvement.
• Leading service improvement initiatives to enhance service quality, reliability, and user satisfaction.
• Implementing best practices such as ITIL to drive service excellence.
• Overseeing change and release management processes to minimize disruption to IT services during changes or updates.
• Ensuring that changes are assessed, prioritized, and implemented in a controlled manner to mitigate risks and maintain service stability.
• Coordinating communication and collaboration between different teams and stakeholders involved in change and release activities.
• Managing incident and problem management processes to minimize the impact of IT incidents on business operations.
• Manage the day-to-day operations of the service desk and the end-to-end incident management process and major incident management process.
• Facilitating timely resolution of incidents and problems by coordinating efforts across teams and leveraging appropriate resources.
• Conducting RCAs to identify underlying issues and implementing corrective actions to prevent recurrence.
• Monitoring vendor performance and addressing any issues or concerns proactively.
• Developing and implementing risk mitigation strategies  and controls to safeguard IT assets and data.
• Collaborating with internal audit and compliance teams to address audit findings and remediate any non-compliance issues.
• Providing leadership, direction, and support to global IT service teams, including managers, analysts, and technical specialists.
• Fostering a culture of collaboration, innovation, and continuous improvement within the IT service organization.
• Training of team members to enhance their skills and capabilities.
• Develop and maintain an IT Service Management strategy and framework that aligns with business goals.
• Ensure that the Service Desk team, internal or vendor ones, provides high-quality customer service, improves user experience, and maintains a positive relationship with stakeholders.

• Deep knowledge of ITSM and practical experience in (major) incident management and problem management.
• Experience in coordinating technical and non-technical teams to resolve (major) incidents.
• Ability to lead and direct the (major) incident response effectively and efficiently.
• Experience in crisis management and the ability to make decisions under pressure.
• Excellent communication and interpersonal skills, with the ability to communicate effectively with stakeholders at all levels of the organization.
• Strong problem-solving and analytical skills, with the ability to identify the root cause of incidents and recommend effective solutions.
• Familiarity with ITIL or other industry-standard frameworks for (major) incident management.
• Ability to manage and prioritize multiple (major) incidents simultaneously.
• Experience in developing and implementing (major) incident management and problem management processes and procedures.
• Knowledge of IT infrastructure, applications, and systems.
• Experience in managing major incidents that impact multiple systems, applications, or business processes.
• Experience in conducting post-incident reviews and developing recommendations for process improvements.
• Familiarity with ITIL or other industry-standard frameworks for problem management
• Strong analytical and problem-solving skills, with the ability to apply critical thinking to complex problems
• Experience in conducting trend analysis and identifying recurring issues
• Knowledge and 3+ years of experience working with ITIL best practices (ITIL 3/4 foundation certification will be a plus).
• 3+ years working in the IT field with high exposure to IT Service Management processes as part of a Global function.
• Experience working with IT Service Management tools (ServiceNow experience will be a plus).
• Wide knowledge about ServiceNow modules and its configuration (any ServiceNow related certification will be a plus).
• Experience working on an international environment.
• Be proactive and self-motivated to work in a complex global organization.
• Excellent communication skills (English) - verbal and written. English minimum level: B2.

• Secure job and salary – permanent contract in a technically exciting, stable, and sustainable industry and an attractive compensation package
• Social benefits and an attractive work calendar.
• Teamwork & safety – an open, transparent, and value-oriented culture
• Individualized training plan from your very first day.
• TK Elevator is a company with an open, transparent culture that focuses on the people who make it up. At TKE you will receive frequent feedback, continuous training and space to contribute your ideas.

At TKE we are committed to a corporate culture that values and is committed to diversity. We understand that different cultures, professional profiles, nationalities or gender enrich us and allow us to work together and achieve excellence. We are adhered to the world compact and the United Nations Declaration of Human Rights.

TK Elevator is a forward-thinking company where people can find the freedom to broaden their horizons and become part of a company that is diverse, exciting, innovative and, on top of all, stable. We have created a work environment that fosters respect, tolerance and diversity, where people can grow professionally and work in teams passionate about transforming the industry.

We are a company committed to people, society and the planet. Aligning our business success with attention to the needs of our social environment and the planet makes our brand even stronger and more sustainable. Our commitment goes from respecting our regulations and codes of conduct to our social policies in favour of integration, diversity and conciliation.