Infrastructure at your Service

Database Service Desk Manager – Delémont

Be dbi services.

As a Database Service Desk Manager, you will play a central role within our team of experts and will ensure the smooth working of all aspects of the Service Desk.

Your Tasks and Responsibilities

As a Database Service Desk Manager you will be in charge of managing the Service Desk team. Typical responsibilities will include:

  • Direct management of the service desk engineers
    • Involved in hiring process
    • Vacation validation and planning
    • End of Probation meeting
    • End of Year meeting – except for salaries discussion which still belongs to C-Management
    • Organize bi-annual team events
    • Working Time recording controlling/validation
  • Planning definition
    • Based on signed offers information received from Region Manager
    • Guarantee customers’ SLA delivery in time & manner
    • Select the appropriated resources for each activities
    • Service Level reporting to customers
  • Service Delivery
    • Event manager
    • Incident manager
  • Responsible for customers escalation
  • Booking controlling
    • Check invoicing level of the team using dbi services’ KPIs and ERP
    • Crosscheck level of details for the activity description in the booking
  • Continuous Service Improvement
    • ISO20000 KPIs follow up
    • Tickets review and improvement
    • CMDB follow up
    • Training and knowledge sharing management

Your Profile

Besides your knowledge and experience in Service Desk team, you are German or French native speaker, fluent in the other language (Level B2 spoken/written) and have good knowledge in English (Level B1 spoken/written). Being stress-resistant is another ability that is required in this position. You are passionate about database technologies and aim to develop your technical skills by passing certifications (Oracle, ITIL, etc.).

Your Work Experience and Education

  • You bring a solid knowledge base in IT (IT degree from a superior school)
  • Previous experience with managing and administrating several Oracle production databases
  • Previous experience with IT Service Desk Support is mandatory
  • You own an Oracle certification such as OCA or OCP
  • Being ITIL certified is a plus
  • You are fluent in German (Level B2 is mandatory)
  • You are fluent in English (Level B1 is mandatory)

We offer

At dbi services, you benefit from a wide range of in-house and external continuous training programs to further develop your skills and learn new ones. Working with us means joining a team of experts who are passionate about their work using cutting-edge technology, but also being part of a company whose culture rests on strong values and is driven by its team spirit and camaraderie.

Join us!

Email us your application in a single PDF file at [email protected]

Magali Blenner
Magali Blenner

Head of Administration and Accounting & HR Manager