IT Service Management Specialist

MSC Cruises, the 3rd largest cruise operator in the world with an ambitious 10-year investment plan of €13.6 billion that includes the construction of up to 17 new digital ships, plus terminals and other important assets, is totally transforming our business and building a modern and highly digitalized company. Our IT is at the core to support this digital transformation.

Working in MSC Cruises is working in a very dynamic and global context with the freedom to shape and define the future of digital in our organization, supported by a vast evolving business. Our environment is international, fast-paced, highly collaborative, and meritocratic.

We are looking for an IT Service Management Specialist in our Naples office, the major service delivery center in the Group. Given your background and skills, you could be a good fit for us. The position offers the option of smart working to ensure you have the best work-life balance possible.

In a very dynamic and growing IT department, the IT Service Management Specialist reports to the IT Fleet Director Team and will be supporting MSC Cruises in the IT Infrastructure Project Management area.

Responsibilities:

• Lead incident and problems management efforts, resolving IT problems promptly.
• Act as the focal point for all communication related to incidents, both internally and externally, keeping all the stakeholders informed about the status and resolution.
• Incident Management: Act as the incident lead during incidents, coordinating responses and resolutions to minimize downtime and mitigate impacts on ship’s operations.
• Proactively monitor critical services to ensure their uninterrupted operation, implementing new strategies and tools for effective monitoring to proactively identify and address potential issues.
• Provide regular reports on IT operations and incidents to the various IT units.
• Extend support to ships during weekends and night hours to address any IT-related issues promptly.
• Identify opportunities for enhancing IT services and processes, driving continuous improvement initiatives to optimize efficiency, reliability, and performance in maritime IT operations.

Minimum Requirements:

• Bachelor's degree or diploma in computer science, computer engineering, or a related field.
• 3-5 years of experience in service IT Infrastructure and service management with a specific mention of expertise in cruising, which is considered a plus.
• Thorough knowledge of networking principles, operating systems, virtualization, and cloud services. Knowledge of microservices architecture, database administration or monitoring tools will be considered a strong plus.
• Proven experience in Incident Management, ITIL or other relevant frameworks.
• Strong analytical and problem-solving skills.
• Fluent in English, oral and written (any other language is an advantage) with excellent written and verbal communication skills to effectively convey observability insights and recommendations to cross-functional teams.
• Availability to work during weekends and nights under rotation.
• Availability to travel (20% of the time).

Right to work in Italy.