Digital Support Manager BESS & EMS at Volvo Energy
Workplace: Göteborg, Sweden
Expires: June 18, 2025
Responsible for third level digital support of Energy Management Systems (EMS) supporting Battery Energy Storage System (BESS) products. Manage incidents, develop support processes, handle budgeting and resource planning, create training materials, conduct trainings, perform root cause analysis, document resolutions, support commissioning and maintenance activities, and participate in crisis management.
Main requirements:
- Experience developing IT support processes and establishing SLAs
- Experience working in support organizations
- IT or digital background, preferably with Microsoft Azure experience
- Outstanding customer service and interpersonal skills
- Strong interest in technology and willingness to learn
- Fluency in English, written and spoken
- University education relevant to electrical engineering, industrial engineering, computer science, data, informatics or equivalent
Responsibilities:
- Manage digital incidents and coordinate major incidents (P1 & P2)
- Build and improve digital support processes
- Manage budgeting and resource planning for SLAs
- Create best practices and training materials
- Conduct training sessions
- Identify problem areas and perform root cause analysis
- Document resolutions and create knowledge articles
- Support commissioning and post-commissioning processes
- Plan maintenance activities like security patches and certificate commissioning
- Submit improvement requirements to application teams
- Support performance evaluation and KPI follow-up
- Act as communication focal point during downtime and crises
- Participate in Volvo Energy crisis management and incident response teams
Required hard skills:
- IT support process development
- Incident management
- Service Level Agreement (SLA) management
- Microsoft Azure environment
- Root cause analysis
- Training material development and delivery
- Knowledge documentation
Recommended hard skills:
- Energy Management Systems (EMS) knowledge
- Electrical infrastructure understanding
- Operational Technology (OT) networks and connectivity
- Cyber security
- Data management
- Modern integration technologies
Soft skills:
- Customer service orientation
- Interpersonal communication
- Problem solving
- Curiosity and eagerness to learn
- Proactive mindset "boots on the ground" attitude
Natural languages:
- English (Proficient)
Cultural skills:
- Working in a fast-paced, innovative environment
- Collaborative teamwork
- Trust and results-driven approach
- Purpose and meaning in work