Objective of job
Operations of strategic OTR+ application nationwide, to facilitate Mercedes-Benz’s dealer standard business processes at Retail. Responsible to prepare, train, maintain, test and support a pplication operation, within the corporate directives and ITS strategies.
Task description
• Support application rollout and operation tasks
Prepare the environments and setup new dealers for rollouts, coordinate and support OTR+ rollout in the area of IT
Communicate with internal/external users, understand the business processes, collect sufficient information and resolve within the defined service level, identify and analyze root cause of problems, monitor and escalate issue to superviosor, take over emergency hotline (rotating within the team) in non service hours
• SLA and Security Management
Maintain the service catalogue, prepare service level agreements, monitor and report SLA
adherence. Control user management process and execute user ID reviews as specified in the security policy.
• Documentation and Training
Document and regulary update standard operations procedures, training materials, operational manuals and train service desk collegues / users
• Compliance
Be compliant for IT controls of the required applications and ensure full compliance