IT Service Level Analyst – Operations Business Unit in BAT Ukraine / British American Tobacco Ukraine

"British American Tobacco Ukraine" is part of the "British American Tobacco" Group of companies - a leading international tobacco company whose products are sold in more than 200 countries. We strive to be the best employer, providing comfortable working conditions and the development of our employees. unit EXPERIENCE LEVEL: Experienced specialist FUNCTION: digital business solutions Location: m. Pryluky, Chernihiv region CONTRACT TYPE: Permanent ROLE POSITIONING AND OBJECTIVES You will perform the duties of a junior manager of computer systems, responsible for providing IT services for the systems of the factory in Pryluky and users in production. You will ensure that IT services provided by various internal and external support units meet business expectations and contractual agreements within the approved budget. You will also identify opportunities for service improvement and support their delivery.WHAT YOU WILL BE RESPONSIBLE FOR:Manage the local L1-L2 support team.Ensure the use of agreed global standardized IT service management processes.Manage IT incidents and issues. Proactively monitor IT infrastructure and systems, analyze incidents and problems, identify root causes, and prepare and implement plans to resolve identified issues. Identify production and technology risks and issues and take appropriate and timely action. Regularly analyze service level reports to ensure quality and satisfactory support. Prepare contractual agreements with IT suppliers, manage contracts and payments. Plan, monitor and coordinate allocated budget. Know and follow all internal BAT rules and procedures. EXPERIENCE, SKILLS AND KNOWLEDGE REQUIRED: IT support experience Deep understanding of processes IT service management Desire for results Good analytical, organizational and communication skills Ability to work independently Likes to work in a team for common goals, at the same time with shared responsibility Spoken English level -Intermediate + ITIL certification is an advantage BATU BAT we adhere to our goal - to create a better tomorrow. This is what drives our people and our passion for innovation. See what is possible for you in BAT. • Top employer in the world with 52,000 BAT employees in more than 175 markets • Brands sold in more than 200 markets, manufactured in 44 factories in 42 countries • Newly developed Tech Hubs create world-class innovation opportunities in 4 strategic locations • Diversity leader in Financial Times and International Women's Day Best Practice winners • Seal Award winner - one of the 50 most sustainable companies BELONGING, ACHIEVING, TOGETHER Collaboration, diversity and teamwork are at the heart of everything we do here at BAT. We know that cooperation with colleagues from different countries is what makes us stronger and better prepared to achieve our business goals. Come bring your difference