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DIR END USER SUPPORT LATAM

Postula
Job ID 105614 Feb. 13, 2020 Ciudad de México, México
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¡We appreciate your interest in joining Scotiabank!

Our group is committed to promoting a workplace, where you feel supported by your supervisors, in order to guarantee your success and that of each client.



DIR END USER SUPPORT LATAM

Accountabilities

  • Understands and evaluates the needs of the companies of the Bank group and business lines such as Contact Center, Financial Floor, Branches, Corporate buildings, etc. to select the microcomputer equipment that fits these needs.

  • Represents the group in the technological decision making of computer equipment in Mexico, always aligned with the business strategy and GTS.

  • Defines the technological roadmap of the Micro Computer equipment (Desktop computers, PC laptops, tablets, etc.). that will be using all the employees of the Scotiabank group and ensures the alignment with GTS (Global Technology Solutions)

  • Participates in the negotiation with service providers and recommends the best technological solutions of computer equipment and peripherals ensuring that the bank obtains the highest value of the investment in Micro-computing equipment. Leads and drives a customer-focused culture throughout their team to deepen client relationships and leverage broader Bank relationships, systems and knowledge.

  • Designs and operates IT processes and procedures to acquire, receive, distribute and assign micro-computing equipment to all Scotiabank employees nationwide.

  • Defines and operates the SLAs for the assignment and delivery of computers as a work tool to employees nationwide.

  • Manages the inventory of microcomputer equipment.

  • Establishes a strategic relationship with the Human Resources area to create and update the policies for assigning and delivering equipment to employees according to the business needs and the Bank's policies.

  • Defines and supervises the compliance of the SLAs for the repair and / or replacement of microcomputer equipment used by employees nationwide.

  • Reviews and manages maintenance contracts and guarantees with suppliers of microcomputer equipment.

  • Establishes and maintains a catalog of IT services of the Help desk in order to attend and provide technical support to all Scotiabank employees nationwide.

  • Establishes and agrees with the business lines the SLAs according to the catalog of IT services.

  • Establishes and agrees on the necessary tools to operate the Help desk.

  • Designs and supervises the operation processes of the Help Desk at the national level, ensuring compliance with the SLAs according to the IT services catalog.

  • Establishes and supervises compliance with the KPIs of the Help desk to ensure a good quality service.

  • Manages and qualifies the outsourcing manager of the Help desk.

  • Establishes and maintains a catalog of technical support IT services nationwide.

  • Defines and agrees on the technological tools necessary to operate the technical support.

  • Designs and supervises the technical support operation processes at the national level.

  • Establishes and supervises compliance with technical support KPIs.

  • Manages, supervises and qualifies the outsourcing responsible for technical support at the national level.

Education

Degree in Computer Science or Equivalent

Experience 

3-5 years of systems projects, agile methodology, management of large multidisciplinary work teams, experience in Bank processes and procedures.



Skills:

 • Focused on client
• Strategic Thinking
• Establish Strategic Relationships
• Strategically Influence
• Communication skills
• Leadership in change
• Focused on results
• Self-awareness and Personal Development
• Lead and develop Talented Employees
• Intercultural Leadership



We offer a positive work environment, better benefits package than average, and the opportunity to participate in volunteer and social responsibility programs. Scotiabank is an international bank considered one of the best financial group to work in Mexico.

We thank all applicants for their interest in a career at Scotiabank; however, only those candidates who are selected for an interview will be contacted.

** Scotiabank is an inclusive company, which respects diversity and disapproves any type of discrimination **

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