Job Description - Program Support & Operations Manager (MER0003ABD)
Program Support & Operations Manager
Group: Mercedes-Benz Group AG
Description
Functional ownership of Retail of the Future Support & Operations including all governance and processes related to support and operations, ensuring compliance with Mercedes-Benz standards and best practices.Implementing the "mission control center" and ensuring production readiness.Coordinate activities between One Operational Excellence Unit and 2nd level support towards product teams with regards to Support, Operations and SRE.In collaboration and alignment with the business and IT departments of Retail of the Future, define overarching standards, guidelines and requirements related to Service Management, Support & Operations.Lead and manage IT operations, including network infrastructure, server management, and cloud services, to ensure the reliability and performance of systems.Responsible as central control center for on-call duty operations and conceptual design and coordination with the responder teams on all aspects such as process, tools, documentation and more.Track and improve the operational excellence on program and application level towards a multi-market support concept RotF.Oversee incident management to ensure rapid response and resolution of issues impacting sales operations.Develop and implement a robust support and operations framework that aligns with the strategic objectives of Retail of the Future.Professionalize standardized processes, tooling and maximum automation.Foster a culture of proactive communication, ensuring that all stakeholders are informed and engaged with the transformation process.Collaborate with cross-functional teams to streamline operations and enhance the reliability of retail systems.Analyze performance metrics to identify trends, anticipate potential issues, and initiate preventive measures.Ensure continuous improvement by regularly reviewing and updating support and operations protocols.Provide strategic insights and recommendations to senior management to inform decision-making and prioritization of initiatives.Qualifications
Bachelor´s or Master´s degree in fields such as Computer Science, Information Systems, or Engineering are relevant.Certifications such as ITIL (Information Technology Infrastructure Library), AWS Certified Solutions Architect, or similar.Ideally, candidates should have 5+ years of experience in IT operations, service management, or related roles.Experience with monitoring tools in the cloud: Familiarity with tools like Data Dog, Prometheus, or Grafana for monitoring application performance and infrastructure.Incident Management Experience: Exposure to major incident management processes and tools.Own SLO, SLA & SLI: Understand how to define, measure, and meet goals for application availability and performance.Knowledge of change control processes to minimize disruptions during releases/bugfixes/feature deployments/market go lives.Ability to estimate resource requirements, plan for scalability and setup.Alerting and Escalation: Define alert thresholds and escalation paths for incidents.Root Cause Analysis: Investigate incidents to identify underlying causes.Collaboration & Communication: Work closely with development teams, infrastructure teams, and other stakeholders.Vendor Management: Coordinate with vendors for support contracts and incident resolution.Continuous Improvement: Drive improvements in monitoring, incident response, and overall service quality.Ability to analyze complex issues, troubleshoot, and find practical solutions.Adaptability to new tools and practices is crucial.Organization
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