Digital Platform Support and Maintenance Lead

Job Description:

The Petcare Growth Digital Platform team is in search of a Support and Maintenance Lead to ensure the smooth operation, continuous improvement, and effective support of technology products within the GDP organization. This role involves overseeing a team responsible for providing technical assistance, troubleshooting issues, and implementing updates or enhancements to maintain the functionality, reliability, and performance of various technology

products

What are we looking for?

• Bachelor's or Master's degree in Computer Science, Information Technology, or a related field.
• Technical Expertise: Strong background in IT support, system administration, or software engineering.
• Problem-Solving Abilities: Analytical mindset with the ability to troubleshoot complex technical issues
• Communication Skills: Excellent interpersonal and communication skills, with the ability to interact professionally with users, stakeholders, and team members, both verbally and in writing.
• Leadership Skills: Proven experience in leading and managing teams, setting clear expectations, providing constructive feedback, and fostering a collaborative and positive work environment.
• Customer Focus: Strong commitment to customer satisfaction, with the ability to empathize with users, understand their needs and priorities, and advocate for solutions that meet their requirements.
• Project Management: Solid understanding of project management principles and methodologies, with experience in managing support and maintenance projects, prioritizing tasks, and meeting deadlines.

What will be your key responsibilities?

• Product Support: Manage a team of support specialists or engineers responsible for addressing technical inquiries, resolving issues, and providing timely assistance to users or customers encountering problems with GDP products (eg Consent and SSO, DAM, CMS, CRM, CDP, Care…)
• Coordination with MGS and GDO organizations: work with all necessary groups to ensure a proper seamless organization, leveraging existing teams with proven experience in Help Desk,
• Team Leadership: Provide leadership, mentorship, and guidance to the support and maintenance team, fostering a culture of collaboration, continuous learning, and accountability to achieve departmental goals and objectives.
• Customer Satisfaction: Monitor customer feedback, satisfaction surveys, and support ticket metrics to identify areas for improvement, prioritize enhancements, and drive initiatives to enhance the overall user experience.
• Vendor Management: Collaborate with technology vendors and service providers to escalate issues, request support or enhancements, and ensure alignment with service level agreements and contractual obligations. Main vendors (but not limited to) SalesForce, OKTA, OneTrust, Microsoft Azure, Mulesoft
• Documentation and Knowledge Sharing: Maintain comprehensive documentation of GDP products, including user guides, troubleshooting procedures, and configuration details, to facilitate knowledge transfer and self-service support.
• Performance Monitoring: Implement monitoring tools and metrics to track the performance, availability, and usage of technology products, analysing trends and proactively addressing issues to optimize performance and scalability.
• Release Management: Coordinate the release of new features, enhancements, or upgrades to technology products, collaborating with development teams to ensure proper end-to-end testing, documentation, and communication with stakeholders
• Change Management: Facilitate the planning, coordination, and execution of changes, updates, or patches to technology products, ensuring minimal disruption to operations and adherence to change management procedures.
• Problem Resolution: Lead efforts to diagnose root causes of recurring or complex technical issues, coordinating with the GDP Product development teams to implement long-term solutions, bug fixes, or workarounds.
• Incident Management: Establish and maintain processes for incident identification, escalation, resolution, and reporting, ensuring that issues are promptly addressed according to service level agreements (SLAs) and prioritized based on impact and urgency.

What can you expect from Mars?

• Work with over 130,000 diverse and talented Associates, all guided by the Five Principles.
• Join a purpose driven company, where we’re striving to build the world we want tomorrow, today.
• Best-in-class learning and development support from day one, including access to our in-house Mars University.
• An industry competitive salary and benefits package, including company bonus.

#MadridGDP

Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.