We are proud to be one team of more than 5,000 unique, curious, passionate problem-solvers spread across the world. We bring out the best in each other. And together, we help the automotive industry, businesses, developers, drivers, citizens and cities move towards a safe, autonomous world that is free of congestion and emissions.
What You’ll Be Doing
Managing key relationships across Technology and the business to deliver a service centric culture.
Operational responsibility for Incident Management, Problem Management&off-shoreNetwork Operations Centre (NOC)functions
Team management & leadership of approx.15employees
Responsible for the oversight of all corresponding processes and governance executed by the function, ensuring that they are delivered in line with business needsand customer contractual commitments.
Improve key metrics like Mean TimetoAcknowledge(MTTA)and Mean TimetoRestore(MTTR)
Work with theServiceNowplatformteam todevelopautomated workflowsto ensure processes are frictionless
Be transformationalin their approach to operations-Ops > AI Ops > No Ops
Provide leadership that focuses teams on improving service stability and performance.
Oversight and Senior Escalation for Major Incident Management, ensuring effective delivery of the processes and controls tominimizedisruptionto TomTom’s customers.
Take ownership of incidents& problemsto ensurethecoordination of resolving parties, effective communication to stakeholders& customers, participate inpost incident reviews as appropriate
Monitor, control and support service delivery; ensuring personnel, systems, methodologies and procedures are in place and followed accordingly
Work withengineering teamsto resolveincidents and ensurequality standards foronline services
Ensure ticket lifecycle across incident & problemis efficientand the quality remains highto meet KPI targets
Make recommendations forimprovementplans and ensure actions are followed through to completion in a timely manner
Monitor, evaluate and escalate ifcustomersservices arenot meeting customer’s expectations, including overall performance of services and Service Level Agreement (SLA) achievement
Proactively interact with thecustomerservice managementteams with respect to potential SLA breaches
Assist in the escalation of incidents and coordination of personnel in incidentrectification, mitigation, and resolution efforts
Internal review of daily and monthly service reports to ensure accuracy of information, identify potential issues and proposed resolutions thereof.
5+ years team managementofteams includingoffshore NOC
24/7rostering,objective setting, coaching, development
5+years' serviceoperationsmanagement experience
ITILfoundationcertified, knowledge ofService Transition and Service Operations
Experience with Change, Incident,Problem& Service LevelManagement
System & Application Monitoring and Logging
Knowledge of tools –PagerDuty, ServiceNow,Jira,Confluence, Slack,Grafana
We are self-starters who play well with others. Every day, we solve new problems with creativity, meet new people and learn rapidly at our offices around the world. We will invest in your growth and are committed to supporting you. In everything we do, we’re guided by six values: We care, putting our heart into what we do; we build trust (you can count on us); we create – driven to make a difference; we are confident, but don’t boast; we keep it simple, since life is complex enough; and we have fun because life’s too short to be boring.
After you apply
Our recruitment team will work hard to give you a meaningful experience throughout the process, no matter the outcome. Your application will be screenedcloselyand you can rest assured that all follow-up actions will be thorough, from assessments and interviews through your onboarding.
TomTom is an equal opportunity employer
We celebrate diversity, thrive on each other’s differences and are committed to creating an inclusive environment at our offices around the world. Naturally, we do not discriminate against any employee or job applicant because of race, religion, color, sexual orientation, gender, gender identity or expression, marital status, disability, national origin, genetics, or age.