Technical Service Operations Manager

Questa posizione è in Generali Italia Riassunto dell'opportunità da parte della Joinrs AI : Generali Italia cerca un Technical Service Operations Manager con almeno laurea in Informatica, Ingegneria o discipline affini . Il ruolo prevede la gestione operativa del supporto tecnico, il coordinamento di incidenti complessi e attività di miglioramento continuo in ambienti IT multi-paese. L’offerta include uno stipendio lordo annuo tra 50.000€ e 60.000€ , smart working, welfare aziendale, formazione continua e possibilità di carriera internazionale. -- Generali Operations Service Platform (GOSP) is looking for a Technical Service Operations Manager to join Generali Core Tech’s Platform Operations team. Key responsibilities of the role will include: • Act as the operational lead for HD2 support activities across all countries within the IIAB Program. • Coordinate daily incident management activities ensuring service continuity and compliance with agreed SLAs. • Act as the primary operational escalation point for high-priority incidents and service disruptions. • Coordinate troubleshooting activities involving help desk 2 teams, Monitoring teams, HD3 application teams, infrastructure teams and external vendors. • Ensure incidents are correctly prioritized, assigned, tracked and resolved within service targets. • Lead Major Incident operational coordination and ensure timely communication towards business and IT stakeholders. • Support Problem Management processes, including Root Cause Analysis and corrective action tracking. • Monitor incident backlog, recurring issues and service performance indicators. • Lead operational governance meetings with countries, suppliers and technical teams. • Produce service reports and dashboards highlighting incident trends, major issues, risks and improvement opportunities. • Support release and deployment activities from an operational readiness perspective. • Drive Continuous Service Improvement initiatives focused on automation, monitoring efficiency and operational excellence. • Collaborate with Service Managers, Quality Assurance, Release Management and Delivery teams to ensure end-to-end service stability. • Ensure contractual service commitments and operational quality targets are achieved by suppliers. Requirements include: • Bachelor's or Master's Degree in Information Technology, Computer Science, Engineering or related disciplines. • 5+ years of experience in IT Operations, Production Support, Incident Management or Service Management. • Strong knowledge of ITIL processes, especially Incident, Problem and Service Management processes (ITIL v4 Certification is highly appreciated). • Experience with ServiceNow. • Knowledge of monitoring and observability tools, such as Datadog, Dynatrace or Splunk. • Ability to analyze logs and troubleshoot application and integration issues. • Understanding of cloud-based and hybrid infrastructures. • Knowledge of APIs, middleware and event-driven architectures. • Kafka knowledge is considered a strong advantage. • Familiarity with SLA, KPI and operational reporting frameworks. • Strong analytical and problem-solving capabilities. • Proven experience working within complex and multi-country IT environments. • Experience managing critical incidents and production support activities. • Proven experience coordinating cross-functional teams, suppliers and external vendors. • Fluent English (mandatory). Soft Skills: • Ability to work under pressure and manage critical situations. • Excellent communication and stakeholder management skills. • Customer and service-oriented mindset. • Strong ownership and accountability. • Ability to work effectively in multicultural and distributed teams. • Proactive attitude and continuous improvement mindset. • Knowledge of insurance or financial services environments is considered a plus. What we offer • Employment at VI level with relevant salary under CCNL ANIA and Generali Group Company Agreement. • Gross annual salary between 50K€ and 60K€, including possible individual variable component. • Smart working and flexible hours. • Corporate welfare system and meal vouchers. • Supplementary health insurance and discounted insurance policies. • Well-being initiatives. • Training and development with structured continuous learning paths (technical and managerial). • Career development programs within the Group. • Access to learning platforms and internal mobility opportunities, including international. Why Join Generali Generali is an international Group that values its people and offers an inclusive, innovation-driven environment focused on sustainable growth. They promote diversity, equity, inclusion and support continuous learning and internal mobility. Generali is committed to fairness and transparency in the selection process, evaluates candidates on objective criteria, and is an Equal Opportunity Employer. Essere Partner di Vita è la nostra ambizione: ogni giorno vogliamo essere al fianco dei nostri clienti prendendoci cura delle loro vite e dei loro sogni. Questo per noi è Più di un Lavoro. Siamo parte di un importante Gruppo internazionale con oltre 82 mila persone in tutto il mondo e più di 68 milioni di clienti. Siamo tra i principali player globali del settore assicurativo: l’innovazione e la sostenibilità sono nel nostro DNA. Generali Italia è l’assicuratore più conosciuto in Italia con oltre Є28 miliardi di premi totali, 15 mila dipendenti e una rete capillare di 40 mila distributori, oltre ai canali online e di bancassurance. A Generali Italia fanno capo Alleanza Assicurazioni, Das, Genertel e Genertellife, Generali Welion, Generali Jeniot e Leone Alato, oltre alle attività della Business Unit Cattolica. Il Gruppo Generali offre delle interessanti opportunità di arricchimento professionale in un contesto lavorativo caratterizzato da: • Cultura aziendale solida e aperta, modi di lavorare innovativi, formazione e affiancamento a supporto di un inserimento efficace. • Ambiente di lavoro inclusivo in cui ognuno si sente accolto, libero di esprimere al meglio la propria identità, le proprie idee e le proprie capacità: perché siamo Più che diverse, Persone Uniche. • Qualità dei processi e iniziative per le nostre persone, che ci distinguono come Top Employer. -- [#LI-REMOTE] [#J-MCITY]