A key focus of the role is to continuously improve the way we work - standardising processes, reducing regional dependencies and manual activities, and using Jira ICSM as the central tool for transparent and efficient ticket management.
With a strong Lean and continuous improvement mindset, you will help build a scalable operation capable of supporting a growing network and increasing technical complexity.
Your responsibilities
- Lead and coordinate daily L2 Support & Field Dispatch activities, including prioritisation and workload distribution.
- Own and continuously improve the Jira ICSM ticket handling process, ensuring clear priorities, responsibilities, escalation paths and timely resolution.
- Drive a centralised, market-independent way of working, reducing regional and individual dependencies.
- Standardise and streamline processes across regions and eliminate unnecessary manual steps and handovers.
- Identify opportunities for automation, digitalisation and efficiency improvements.
- Promote Lean principles and actively drive continuous improvement initiatives and workshops.
- Monitor operational KPIs, ticket backlog, aging and workload, and initiate corrective actions where needed.
- Ensure effective cooperation between L2, FSEs, service partners and other internal stakeholders.
- Develop team competencies, promote knowledge sharing and reduce dependency on individual experts.
- Support the Head of Field Operations with operational performance, risks and improvement initiatives.