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Purpose of Role : Responsible for the support of the MDLZ Intelligent Automation program, to support service providers to deliver applications support services at Mondelēz International for RPA automations and Enterpirse applications.
This role is responsible for ensuring support is provided to meet Mondelez’s Platform Support and software development expectations including all SLA’s and KPI’s for the IA program.
The role requires a strong understanding of the business automation processes, systems that support them, and the IS processes involved (i.
e. Incident, Problem, Change, and Release Management). The role acts as a liaison and key enabler between vendors, IA community and other Mondelez ITS organizations ensuring systems continue running the Business automations operations flawlessly.
Main Responsibilities : Primary responsibilities of the position : 1. Service Managementa. Ensures accomplishment of Support Service Level Objectives and Key Performance Indicators working in partnership with IA-BPO Providers .
b. Ensures support services readiness for new minor and major releases / rollouts. .c. First level of escalation point for incidents and incident management.
d. Establishes, collaborates and monitors a Continuous Improvement plan to identify and remove the service delivery gaps.
e. Participates / leads in weekly and monthly service status review meetings with key stakeholders (Business , IS and Automation Service Providers)2.
Critical Incident Managementa. Collaborates with CIM Team on P1 / P2 situations for Automationsc. Collaborates with CIM Team post-critical situation assessment and Problem Mgmt.
3. Processes Managementa. Ensures and promotes best practices for Incident, Problem, Change, Release management within IS, Automation and Service Providers.
b. Collaborates in Support Processes and Tools definition, implementation and monitoring c. Collaboratively seeks Continuous Improvement, simplification and harmonization of IS processes across IA, ensuring benefits are delivered.
4. Communications Managementa. Collaborates with communications lead for IA and Business Community, including : Planned & Unplanned Outages, Support Processes Changes.
b. Seeks regular feedback and interaction with Key Business and Automation partner Stakeholders 5. Security & Compliance Managementa.
Ensures / promotes Security and Internal Controls guidelines are identified and followed
Career Experiences Required & Role Implications : 1. Experience with RPA, cognitive, machine learning and Business process automation 2.
Platform Support and / or Project Management experience 3. Change and Release Management 4. RPA / BPO Supplier Management