Team Leader IT

LUFTHANSA ÇAĞRI MERKEZİ VE MÜŞTERİ HİZM.TİC.AŞ.

Lufthansa InTouch, the Lufthansa Competence Centre for Customer Service, provides innovative and tailor-made customer service solutions for the Lufthansa Group. Our international Customer Service Network of 7 Customer Service Centers worldwide covers the entire range of services to assist airline passengers, travelers and logistic companies. This includes call, claim and email handling as well as ticketing, Web and Social Media support. About 2.230 Customer Service Consultants assist our clients in more than 30 languages, 24 hours daily.

PURPOSE OF ROLE

• Proactive Coordination of local ICT Team on a day to day operational basis
• Ensuring the activities of the local ICT Department supports the business objectives
• Ensure LIT location is able to provide a Consistent Quality Service to its customers through the provision, and maintenance of leading edge IT Solutions and Services.
• Ensure compliance with global ICT and Security Standards at all times
• Ensure and support the further development of Lufthansa InTouch Turkey’s HBA program and the Izmir satellite office

WORK PERFORMED

• Coordination and management of the local ICT Team and daily operational tasks as per Lufthansa InTouch Group global Service Catalogue
• Manages troubleshooting, server and system maintenance, system backups, archiving, disaster recovery, endpoint security, network security, network management, local internet breakouts, telephony management and provides expert support when necessary while identifying and motivating opportunities for improvements
• Ensures Site is PCI Compliant in coordination with the Group Information Security Specialist and Group CISO and supports during onsite PCI Audits
• Ensures constant communication with Lufthansa InTouch Group Global ICT Department
• Achieves given KPIs by the Lufthansa InTouch Group Global ICT department
• Ensures that company IT assets are maintained according to company standards
• Ensures that ICT Helpdesk issues are resolved in SLAs given by the global ICT department.
• Coordinates End User Level Support and deployments of new systems
• Manages local ICT and Infrastructure Providers and contracts with these providers
• Manages administration of  local Telephony systems such as Avaya / Genesys
• Ensures proper documentation of local ICT processes
• Manages local or global ICT or Infrastructure Projects if required
• Oversees all aspects of desktops and laptops technology support.  Provides coordination support for implementation and modification of standard desktop and laptop configurations
• Manage tools to monitor and measure system performance
• Contributes to the global strategic business planning meetings regarding the technology and systems required to maintain business effectiveness and competitiveness
• Assesses and communicates IT opportunities and risks
• Recognizes new developments in information technology, anticipates their business impacts, and drives appropriate actions
• Supports the global ICT department to achieve performance metric goals, objectives and operating procedures which are aligned with Group goals, objectives and operating procedures.
• Attends to ICT meetings and calls setup by the global ICT department

REQUIRED KNOWLEDGE AND EXPERTISE

• University Degree in a relevant discipline, or other equivalent tertiary Qualification or equivalent relevant working experience
• Minimum 2 years’ experience in a similar role preferable in a global company
• Extensive experience in developing and working within a process driven environment
• Well-developed knowledge of the Microsoft Office package of products
• Well-developed knowledge of the Microsoft licensing models
• Extensive experience in ICT Infrastructure planning and development based on virtualization of the IT infrastructure
• Highly developed understanding of the Service Delivery Model
• MCSE or other certification in System area would be an advantage
• CCNA, CCNP or other certification in Networking Area would be an advantage
• Knowledge of Telephony Systems (Avaya, Genesys, SIP)

PERSONAL COMPETENCY REQUIREMENTS

• Well-developed leadership skills
• Flexible, self-motivated and proactive
• An ability to implement processes and procedures as defined by management
• Strong proficiency in English language (written and verbal)
• Strong proficiency in German language would be an advantage (written and verbal)
• Can work under pressure in a fast paced and changing environment
• Willingness to travel if required