It Director, Enterprise Application Management

Dynatrace is looking for an experienced IT Director within our internal Business Systems team (Corporate IT) to lead our Enterprise Application Management team.You will be leading our Production team, responsible for L1 / L2 support, incident, release, and monitoring management across our enterprise applications such as Salesforce, SAP SuccessFactors, NetSuite, and Zendesk.
The successful candidate should be experienced in building scalable processes to support the business's continued technology developments.Alongside the technical knowledge, we are looking for an authentic people leader who can mentor and develop their team.
Your team will be based across the US and EMEA, and you will be a key part of the Business Systems Leadership Team.This role is based in our Barcelona office and is a hybrid role.
Relocations are considered.Responsibilities:Build and lead a high-performing team that operates with a customer service mindset.Coach and mentor a team of Production Support analysts, including performance management and goal setting.Define and enable Incident Management, Problem Management, and Knowledge Management processes with an ITIL mindset.Establish, monitor, and report on the team's SLA/SLO.Bring an Automation-first mindset to solving business problems.Ensure that the resolution of customer issues is within defined SLA and assess customer satisfaction using feedback loops.Build capacity management to support the demand on the team.Monitor and measure ticket volumes, looking for trends with a continuous improvement mindset.Develop coverage plans and schedules for month/quarter/year-end support.Define standards of practices for Release and Environment management.
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