Manager, Systems and Application Support

Send applications to mafalda.boal.external@enel.com

OVERVIEW

Enel X, a leading provider of flexibility grid services, has an immediate need for a Systems and Application Support Manager to join our world-class Global Operations team. Your primary  mission as a Systems and Application Support Manager will be to work with internal users of our  applications and our engineering teams to reproduce, resolve and escalate software issues.

The Systems and Application Support Manager will manage the priorities and performance of  our global technical teams to ensure that Service Level Agreements are achieved as set by the  department, as well as project deadlines are met as agreed upon. The role will ensure the  support staff follows standard processes and procedures to provide outstanding customer  service. In addition, they will work very closely with the in-house development teams; meeting  regularly with the Product Owners, Product Managers and Engineering teams classify,  prioritize, and resolve user issues and application defects.

ESSENTIAL FUNCTIONS

Responsibilities, include, but not limited to:

• Manage team’s resources, budget oversight and address personnel needs and plan for  the successful execution of the delivery of the teams.

• Answer technical questions and assist stakeholders in understanding of the solutioning  and design of the systems needed, as well as document solutions in our knowledgebase. • Report internally on issues status, resolve and report on roadblocks, provide overview of  the health status of the platform via issues summary reports and stakeholder feedback review.

• Deliver outstanding customer service to internal users, customers and suppliers. • Process mapping and evaluation for the management of the team’s workload, prioritizing  the team’s workstreams aligned with the business needs.

• Coaching the team into a service-oriented mentality and issue resolution approach. • Deliver operational efficiencies through systems integrations and internal tool  development and delivery.

• Monitor and review service levels ensuring incident management is timely for all  stakeholders globally.

OTHER DUTIES

• Lead or contribute to continuous improvement projects, documentation, and process  guidelines.

• Meet with stakeholders on service levels and performance.

• Provide reports on issues impacting the platform to stakeholders on all levels.

This job description is not designed to cover or contain a comprehensive listing of activities,  duties or responsibilities that are required of the employee. Activities, duties, and  responsibilities may change, or new ones may be assigned at any time with or without notice.

Send applications to mafalda.boal.external@enel.com