We are looking for an IT Services Manager to join our IT team. Working at FMI in Russia is an opportunity to change the rules of the industry, create a future without cigarette smoke, and write your own story with an ambitious team.
Responsibilities:
- Incident and Problem Management: Qualify requests for hardware and software related to product sales (POS terminals, Cashbox, 1C, etc.), monitor SLA compliance, escalate overdue tasks, conduct Root Cause Analysis (RCA) for critical failures, and maintain a problem log.
- Critical Incident Coordination: Organize working groups to resolve sales stoppages, communicate with the business in real-time, and monitor the implementation of corrective measures to prevent recurrence of failures.
- Service Quality and Vendor Management: Conduct service meetings with contractors, monitor KPI/SLA performance, prepare claims and Continuous Improvement Plans (CIP), and participate in vendor assessments and procurements.
- Reporting and Business Analysis: Prepare monthly reports on availability and risks, conduct Service Reviews with retail and finance departments, and Quarterly Business Reviews (QBR) for strategic decisions regarding the POS landscape.
- Change and Update Management: Plan and approve software and firmware updates, conduct pilot implementations, develop rollback plans, and accept changes for compliance with end-to-end sales scenarios.
- Operational Support and Monitoring: Daily monitoring of POS system availability, manage the queue of on-site requests, maintain a registry of hardware and licenses, and coordinate IT connections and point-of-sale closures.
- Knowledge Base Development and Training: Update instructions and diagnostic scenarios for support staff and cashiers, conduct training for retail employees, and test and support emergency operation scenarios (runbooks).
- Service Development and Architecture: Formulate a backlog of operational enhancements for development teams, participate in architectural changes for the POS landscape, and ensure availability and security requirements.
Requirements:
- Higher education (Mathematics, Computer Science, Computer Engineering, Economics, Technical/Engineering, or Finance).
- At least 2 years of experience in IT Service Management for retail chains / in technical support for retail chains.
- Practical skills in supporting and servicing POS terminals, labeling, and IoT devices.
- Knowledge of ITIL, Scrum, Agile methodologies and principles. ITIL certification (v3 or v4) is desirable.
- Practical experience in managing SLAs and service catalogs.
- Negotiation and presentation skills.
- Customer expectation management skills.
- Skills in building partnerships with contracting organizations.
- Effective communication.
- Analytical skills.
- English language – from Intermediate level.
Conditions:
- Stable employment in one of the largest companies in Russia.
- Opportunities for growth and development: you can develop your expertise and build a career, participate in the launch and development of large-scale and high-quality IT solutions for the business.
- Financial well-being: 13th salary, corporate pension program, salary supplement during sick leave, additional payments for employees with 3 or more children, etc.
- Hybrid work format (possibility to work in the office and remotely), "short Friday" option.
- Additional vacation days (for marriage, birth of a child, other important events).
- Support during integration into your new role.
- Up-to-date training programs focused on developing leadership and functional skills.
- Voluntary medical insurance with dental coverage from the 1st month of employment, 2 types of life and health insurance (possibility to include close relatives in the program).
- Opportunity to join one of the sports teams (football, running clubs, volleyball, yoga, etc.) or organize your own.
