IT Operations Lead

Do you want beneficial technologies being shaped by your ideas? Whether in the areas of mobility solutions, consumer goods, industrial technology or energy and building technology – with us, you will have the chance to improve quality of life all across the globe. Welcome to Bosch. At Bosch, we develop, examine and enhance new systems, components and technologies. Our aim is simple – improving lives. Bosch has been present in Serbia since 1991. Today, Bosch in Serbia is active in three of the company’s business sectors: Mobility Solutions, Consumer Goods, and Energy and Building Technology. The central areas at our Belgrade location develop and support the company's medium and long-term strategy, thus promoting a sustainable growth.

About role:

The IT Operations Manager is a catalyst for an efficient and effective customer experience by facilitating good system performance, enabling high system reliability and leveraging fast issue resolution.
With an end-to-end view, he or she manages all support and operational issues for IT solutions, products and services including interfaces to deliver benchmark level and contribute to the business needs and goals. Together with the counterparts on business and technical side, he or she accompanies the whole IT application and operation support as single point of contact. In short, this role ensures an operational support experience which meets the needs and requirements of the customers and makes them realize their intended business benefits. Without this support, even well-designed applications would be badly running tigers.

About team in Serbia:

We are Bosch Digital. Our mission is to shape the digital future of Bosch together with our customers and partners in the Bosch divisions. We work with and for almost all Bosch units when it comes to collaboration on digital projects. We create, innovate, operate and maintain differentiating products, services and solutions that fascinate our customers and provide outstanding business value for Bosch. Bosch Digital is home to more than 10,000 unique and diverse talents around the world. Our agile mindset and working culture are a key driver of digital transformation at Bosch and gives both our associates and their ideas room to grow.  

Interested? Get ready to work #LikeABosch!

► Manage escalations as problem owner for all “run” aspects in the lifecycle of the IT-Solutions. Acts as "caretaker" for all end-2-end operation issues arising in the respective GE

► Takes responsibility for maintaining required operational documentation (ITOM, SLA, CMDB, etc.)

► Suggests and promotes service and quality improvements on an ongoing basis to continually improve quality and customer satisfaction for the IT-Solutions and Products.

► Communicates proactively with business counterparts (GE and CESUM) to provide information on downtimes, maintenance windows, service improvement plans

► Provides Consulting for identifying IT solution quality requirements, risk management approach, adapting project / continues development and deriving quality targets for the IT solution

► SLM: Configures, monitors, operates, maintains, and continuously improves the IT Product/Solution according to the agreed service and operational targets. (Without definition and negotiation)

► Coordinates and steers all operational processes relating to the specific IT solutions, products and services including escalations, incidents, problems, standard service requests, maintenance, reporting and management of all relating operational units in close alignment with the relevant stakeholders

► Secures transition, integration and deployment of an organized and managed application support and maintenance with the decided commercial application support integration scenario

► Suggests and promotes service and quality improvements to continually improve quality and customer satisfaction for the specific IT solutions, products and services

► Create and implement the IT solution quality assurance plan

► Supports the IT Solution problem solving (e.g. 8D) and establishing a continuous improvement process

► Checks IT Solution and process compliance and takes corrective actions when needed to ensure complaint IT

► Solution development and maintenance

► Conducts spot-checks for the operation processes adherence

► Acts as BD Security Manager in several IT Solutions

► Understand Bosch Central Security Central Directives, evaluate and implement of the binding IT Security measures in the corresponding IT solutions

► Evaluate and implementing of the binding IT Security measures according Bosch regulations

► Be part of the IT Solution team, supporting the creation and maintenance of security-relevant work products and coordinating IT security process activities within the solutions

► Expert in IT quality assurance and control with knowledge of IT lifecycle management

► Expert knowledge of ITIL processes (Incident-, Problem-, Asset-, Crisis-, Service-, Change-Management, etc.)

► Advance knowledge in IT Security topics

► Strong technical knowledge in application and infrastructure especially within the focus area of his/her IT solution

► Several years of experience in the field of eCommerce, website, marketplace, e-shops and integretation to ERP backend systems

► Proactive communication skills

► Experience and good understanding of project execution regarding operational topics

► Good understanding of performance metrics (KPIs, SLAs, OLAs) and business needs

► Good knowledge of compliance requirements for software and IT services

► Good analytical and problem-solving skills

► Basic knowledge of technical risk management and problem solving

#LikeABosch Benefits:

Your work-life balance is valuable to us, so we offer you:

• 22 - 27 days of annual leave, because work-life balance is essential to us
• Flexible working hours
• Our Hybrid program is designed to combine working from office and from home, offering flexibility and a balanced approach
• Up to 3 days off for private purposes

Your health and well-being is important to us, so we have you covered:

• Medical subscription for annual health check ups
• Paid private health insurance
• Mental health and well-being initiatives

We believe in a Life-Long Learning approach, supporting your growth through:

• Technical and soft skills training, according to the needs of your role and career path
• A mentorship program and personalized development plans
• English and German language courses, provided based on job requirements and responsibilities
• Local and global career development programs
• Opportunities to attend conferences, that align with your professional goals

You will be part of a product company. You will contribute to developing end-to-end products that are delivered to Global OEMs.

On top of these, we are offering:

• Office restaurant with lunch discounts
• Annual bonus
• Referral bonus

Ready to work #LikeABosch?

If you are ready to work #LikeABosch, please fill in the contact form and submit your CV (PDF format) in English language. If you have any questions, you can contact us us electronically.