Senior Account Manager, Test and Quality Solutions
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Grow Averna’s test and quality solutions business across the UK and Ireland. Build customer relationships, manage Salesforce opportunities and negotiate complex technical sales.
Deschide
Quality Digital este o companie de tehnologie și consultanță cu sediul în Brazilia, cu peste 34 de ani de experiență în sprijinirea transformării digitale. Activitatea sa combină echipe specializate și platforme digitale pentru a ajuta companiile să își îmbunătățească performanța operațională, să își consolideze guvernanța și să își eficientizeze comunicarea cu clienții. Compania oferă servicii de optimizare IT, automatizare, strategie digitală și analiză bazată pe inteligență artificială, cu aplicații în domeniile consultanței, marketingului și logisticii.
Operations Coordinator, IT Support
Lead N1 and N2 support teams at Quality Digital while managing KPIs, service processes, client relationships, and continuous improvement across IT operations.
Descriere
- Lead Service Desk operations and oversee the support team.
- Manage operational relationships with partners, clients, and relevant internal departments.
- Define, track, and present key performance indicators.
- Develop and execute action plans to resolve issues and improve quality metrics.
- Coordinate teams around results while strengthening technical and behavioral capabilities.
- Identify optimization opportunities informed by operational trends and emerging technologies.
- Direct N1 and N2 support teams and allocate tickets and requests appropriately.
- Track SLA, average handling time, backlog, repeat incidents, and other performance measures.
- Prioritize incidents and requests based on their criticality and business impact.
- Review and oversee the delivery of technical support services.
- Assess individual and team performance, provide feedback, and implement development plans.
- Identify capability gaps, arrange training support, and assist with new-hire onboarding.
- Maintain operating procedures and the support knowledge base.
- Improve support workflows and ticket-management tools.
- Facilitate communication between N1, N2, N3, and other IT support functions.
- Assist with audits and compliance assessments.
- Act as the client’s technical and operational contact.
- Attend operational alignment meetings and SLA governance committees.
- Report performance metrics, variances, and corrective action plans.
- Contribute to strategic initiatives and uphold contracted service commitments.
- Coordinate schedules, leave planning, and on-call coverage.
- Help track overtime, operating expenses, and billing activities.
- Maintain compliance with internal and contractual policies.
Cerințe
- Completed or ongoing bachelor’s degree in Computer Science, Information Systems, Systems Analysis and Development, or a related discipline.
- Prior experience leading or managing teams.
- Foundational knowledge of networking, cloud computing, and project management.
- Knowledge of operating systems and Microsoft Power BI is desirable.
Beneficii
- A work environment that supports learning and career development.
- Performance reviews and feedback aimed at ongoing professional growth.
- Meal and/or food allowance.
- Health and dental coverage.
- Discounts on prescription medicines through a pharmacy benefit.
- Childcare assistance under the applicable company policy.
- SESC partnership providing access to cultural and leisure activities.
- Discounts and partnerships for language and technology education, plus access to a course platform.
- Payroll-deducted loans at favorable rates.
- Financial education program.
- Corporate university and structured learning pathways.
- Employee referral program with prize and bonus opportunities.
- Group life insurance.
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