Company Description
Dynatrace exists to make software work perfectly. Our platform combines broad and deep observability and continuous runtime application security with advanced AIOps to provide answers and intelligent automation from data. This enables innovators to modernize and automate cloud operations, deliver software faster and more securely, and ensure flawless digital experiences.
Job Description
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 who are 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.
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, 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, assess customer satisfaction using feedback loops.
Build capacity management to support the demand on the team.
Monitor and measure ticket volumes, look 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.
Qualifications
Significant and proven experience of leading and managing L1/L2 Production Support teams in a global company. Experience/knowledge of the following applications: Salesforce, NetSuite, SAP, Zendesk, and Varicent. Proven experience building high performing teams, building process and strategy across the team. Hands-on experience with Incident Management, Problem Management, Knowledge Management, and Root Cause Analysis. Ambitious, highly motivated team player committed to delivering outstanding customer support aligned with Business Systems initiatives. Ability to work under pressure. Experience working with ticketing systems such as Freshworks, including development of team dashboards. Excellent written and verbal communication skills with the ability to work across the organization with users at various levels of application proficiency.
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