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Database Service Desk Manager - Delémont in Jura

Database Service Desk Manager - Delémont


JOIN A GREAT TEAM! Our client is one of the leading companies in Switzerland in the management of information systems. This company, made up of passionate specialists in advanced IT infrastructures, enables its clients, through professional services, to focus on their core business.
We are now looking for an experienced person as:
DATABASE SERVICE DESK MANAGER DELÉMONT TASKS AND RESPONSIBILITIES As the manager of the 8 people service desk team, located in Delémont (Ju) but covering Delémont and Basel you will be in charge of very sensitive and critical database environments such as Nuclear Power Plants, Hospitals or Pharmaceutical industries. Your mission will be to support the corporate accounts, providing outstanding services and support.
Typical accountabilities include but are not limited to:
  • Direct management of the service desk engineers
  • Involved in hiring process
  • Vacation validation and planning
  • End of Probation meeting
  • End of Year meeting - except for salaries discussion which still belongs to C-Management
  • Organize bi-annual team events
  • Working Time recording controlling/validation
Planning definition
  • Based on signed offers information received from Region Manager
  • Guarantee customers' SLA delivery in time & manner
  • Select the appropriated resources for each activities
  • Service Level reporting to customers
Service Delivery
  • Event manager
  • Incident manager
  • Responsible for customers escalation
  • Booking controlling
  • Check invoicing level of the team using internal KPIs and ERP
  • Crosscheck level of details for the activity description in the booking
  • Continuous Service Improvement
  • ISO 20000 KPIs follow up
  • Tickets review and improvement
  • CMDB follow up
  • Training and knowledge sharing management
YOUR PROFILE Besides your knowledge and experience in Service Desk team, you are German or French native speaker, fluent in the other language and have good knowledge in English. Being stress-resistant is another ability required by this position. You are passionate about database technologies and aim to develop your technical skills by passing certifications (Oracle, ITIL, etc.)
  • You bring a solid knowledge base in IT (IT degree from a superior school)
  • Previous experience with managing and administrating several Oracle production databases
  • Previous experience with IT Service Desk Support is mandatory
  • You own an Oracle certification such as OCA or OCP
  • ITIL certified is a plus
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WE OFFER Joining our client means integrating a dynamic company with highly skilled experts, allowing you to develop your technical knowledge in a very motivating environment. Our client is labeled as a "Great Place To Work" thanks to its excellent working conditions.

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