* Faurecia (Sector automovilístico): Global team Management for 1st level problem resolution and monitoring/administration on critical applications such as: EDI, SAP, Exchange, STRATOS (HP) & Orchestra (IBM). Chief of Monitoring ShopFloor level 2 team, in charge of detection and resolution of 2nd degree incidents for JIT & JIS. Responsible for supervision of conformity and traceability ShopFloor applications for technical and functional incident solving.
Reporting to: Service Delivery Global Manager in China.
Direct reports: 7 positions.
Indirect Reports: 12 Positions (Follow the Sun Mexico-Tunisia-China).
• Team Restructuration (40% expansion)
• SLA definition and implementation for monitoring team
• Leader the creation of the L2 SF Monitoring team, and the update of its procedures and policies.
• Accomplish effective KPIs design and implementation. Such as: reaction time and solving capability.
• Creation of methodology and measurement tools for KPIs follow up.
• 32% Increased capability for incident resolution.
• DRP creation to ensure the monitoring service continuity 24/7.