Global Applications Service Manager

2 settimane fa


Milano, Lombardia, Italia Amplifon A tempo pieno

About Amplifon

Amplifon is a multinational company and the global leader in hearing care solutions and services. As an organization, we value people as the key to our success and offer growth opportunities in a multicultural and international environment.

We have been recognized as a "Top Employer" in Europe, the United States, and New Zealand by the Top Employers Institute. Our goal is to boost a Winning Culture that will lead our employees towards the future, starting from the improvement of our Winning Workplace.

We offer a hybrid working policy, allowing employees to work days/month remotely.

About the Role

  • Manage the Service Desk dealing with internal/external customer enquiries and incidents for a global provider products and services in the healthcare sector.
  • Monitor the request of Level to evaluate the possibility to enhance the "how to", defect and resolution.
  • Monitor KPI and SLA defined in AMS contract with system integrator for L support.
  • Coordinate small enhancement raised during AMS managing prioritization and follow the delivery
  • Monitor the integrations layer leveraging prebuilt dashboard.
  • Monitor and escalate with L support high and critical defects.
  • Coordinate with cross-functional teams for defect resolutions.
  • Ensure incidents are logged accurately and timely and passed to second-line support teams, manage ticket systems, and be responsible for customer communications for service alerts and maintenance.


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