A mutually rewarding experience.

Work. Realize your ambitions. And realize there’s more to being in business than just making a profit. That’s the Mars philosophy. And the opportunity we offer every one of our Associates. An opportunity to take what you do and make it mean more for you, for those around you and for the planet.  What you get here is challenging, interesting work. You get the tools you need to do a great job and you get to have the best possible people on your side to help you do it. And at the same time as getting to find ways to do business better today than we did it yesterday and driving a great career, you also get to build a more enlightened business and drive sustainability.

Because it’s never just about a single person, a single project or a single brand. It’s about how you can grab everything that’s within your reach here and use it to pursue mutual, long-term gain. It’s about having ideas. And ideals. Being prepared to risk failure because the promise of success means we’ll all be a little better off. It’s that mix of integrity and ambition that makes Mars such a special place to work. And why working here is always about more than just a job.

About Mars, Incorporated 

Mars is a family-owned business with more than a century of history making diverse products and offering services for people and the pets people love. With almost $35 billion in sales, the company is a global business that produces some of the world’s best-loved brands: M&M’s®, SNICKERS®, TWIX®, MILKY WAY®, DOVE®, PEDIGREE®, ROYAL CANIN®, WHISKAS®, EXTRA®, ORBIT®, 5™, SKITTLES®, UNCLE BEN’S®, MARS DRINKS and COCOAVIA®. Mars also provides veterinary health services that include BANFIELD® Pet Hospitals, Blue Pearl®, VCA® and Pet Partners™. Headquartered in McLean, VA, Mars operates in more than 80 countries. The Mars Five Principles – Quality, Responsibility, Mutuality, Efficiency and Freedom – inspire its more than 100,000 Associates to create value for all its partners and deliver growth they are proud of every day.

Job Purpose
The job holder is mainly responsible for end to end major incident restoration, request fulfilment, and incident avoidance through IT operating model and actions defined in ITIL related processes, by leveraging functional/technical capabilities. He/she is playing a critical role in the success of operation and service delivery of MGS Digital Technology to all Mars business units within the time zone.

Key Responsibilities
1. Operation /Service delivery:
• Provide follow-the-sun support with global teaming on business-critical incidents, to secure high IT service availability;
• Respond to events (customer calls; issue report and request from Omni channel including Email, Skype message, Self-service portal; automatically generated alerts, etc.) for all technologies supported within predefined service level agreement and customer satisfaction target;
2. Functional/Technical capability:
• Be capable for delivering operational service with qualified knowledge capability as well as following proper processes;
• Take one or multiple technology lead(s) role to continuously improve knowledge capability by taking on new/upgraded services and proactively learning from higher technology teams, including Application Services, Infrastructure Services, etc.
3. Stakeholder management:
• Work with regional business partner and local team for cluster end user service excellence;
• Work with customer experience team for continuously customer experience improvement by insight generation from daily work and proactive innovation for support tool;
4. People / Team Leadership:
• Contribute to high performance collaboration global IT Operations team.

Qualifications
1. Education & Professional Qualification
•Undergraduate degree (MIS or Computer Science as a plus).
•ITIL Certification or demonstrated thorough understanding of ITIL.
•Need to have at least one formal industry qualification or relevant proven experiences in the area of speciality.
2. Knowledge/Experience
•Minimum of 3 years professional experience in Information Technology areas.
•Demonstrated ability to be a self-starter, work independently, take initiative/ownership, and achieve stated goals and objectives is required.
•Strong customer orientation with a focus on delivery of value-added service.
•Self-reliance, strong personal integrity and emotional stability.
•Ability to work effectively in a flexible and changing environment, manage multiple activities and priorities, and work well under pressure.
•Excellent interpersonal skills. Ability to work with individuals/teams across multiple cultures sites and time zones.
•Appreciation of other Western/Eastern cultures.
•Strong verbal and written English communication skills.
•Ability to communicate and work effectively with all levels of associates from operational to senior management
•Demonstrated ability to learn new technical skills quickly, and to apply this learning.
•Ability to work hands on in the technology.
•Solid knowledge of Microsoft business products like Outlook, Skype for business, etc.
•SAP / UNIX / Oracle experience an advantage. Have primary understanding on SAP, including the structure & function of each module. Be familiar with Oracle database structure and basic administration task. Oracle OCA/OCP certificate preferred.

RN:22

Mars is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. The company is pleased to provide such assistance, and no applicant will be penalized as a result of such a request.