IT Director, Enterprise Application Management

Social network you want to login/join with: Client: Dynatrace Location: Barcelona, Spain Job Category: Other EU work permit required: Yes Job Views: 2 Posted: 25.04.2025 Expiry Date: 09.06.2025 Job Description: Job Description Dynatrace is looking for an experienced IT Director within our internal Business Systems team (Corporate IT), to lead our Enterprise Application Management team. You will be leading our Production team who are responsible for L1 / L2 support, incident, release and monitoring management across our enterprise applications such as Salesforce, SAP SuccessFactors, NetSuite and Zendesk. The successful candidate should be experienced in building scalable processes to support the business's continued technology developments. Alongside the technical knowledge, we are looking for an authentic people leader who can mentor and develop their team. Your team will be based across the US and EMEA and you will be a key part of the Business Systems Leadership Team. This role is based in our Barcelona office, and is a hybrid role. Relocations are considered. Build and lead a high performing team that operates with a customer service mindset Coach and mentor a team of Production Support analysts, including performance management and goal setting Define and enable Incident Management, Problem Management, Knowledge Management processes with an ITIL mindset Establish, monitor and report on the team’s SLA/SLO Bring an Automation first mindset to solving business problems Ensure that the resolution of customer issues is within defined SLA, assess customer satisfaction using feedback loops Build capacity management to support the demand on the team Monitor and measure ticket volumes, look for trends with a continuous improvement mindset Develop coverage plans and schedules for month/quarter/year end support Define standards of practices for Release and Environment management Qualifications Significant and proven experience of leading and managing L1/L2 Production Support teams in a global company Experience/knowledge of the following applications: Salesforce, NetSuite, SAP, Zendesk and Varicent Proven experience building high performing teams, building process and strategy across the team Hands-on experience with Incident Management, Problem Management, Knowledge Management and Root Cause Analysis Ambitious, highly motivated team player committed to delivering outstanding customer support aligned with Business Systems initiatives Ability to work under pressure Experience working with ticketing systems such as Freshworks, including development of team dashboards Excellent written and verbal communication skills with the ability to work across the organization with users at various levels of application proficiency Ability to effectively juggle multiple tasks at the same time ITIL certification is a plus Additional Information A one-product software company creating real value for the largest enterprises and millions of end customers globally, striving for a world where software works perfectly. Working with the latest technologies and at the forefront of innovation in tech on scale; but also, in other areas like marketing, design, or research. A team that thinks outside the box welcomes unconventional ideas, and pushes boundaries. An environment that fosters innovation, enables creative collaboration, and allows you to grow. A globally unique and tailor-made career development program recognizing your potential, promoting your strengths, and supporting you in achieving your career goals. A truly international mindset with Dynatracers from different countries & cultures all over the world, and English as the corporate language that connects us all. A culture that is being shaped by the diverse personalities, expertise, and backgrounds of our global team. J-18808-Ljbffr

Location: barcelona, ES

Posted Date: 5/13/2025