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Incident Manager
Eingestellt von Red - The Global SAP Solutions Provider
Gesuchte Skills: Support
Projektbeschreibung
* INCIDENT MANAGER OPPORTUNITY IN BELGIUM*
Monitor the resolution of open incidents and take the necessary actions in order to achieve SLOs/SLAs.
Monitor resolution life cycle:
o Ensure incidents are handled according to process policies, guidelines and procedures.
o Verify that necessary resources are available and working on the resolution,
o Facilitate communications between process stakeholders and keep them informed (Incident Initiator),
o Evaluate whether an escalation is necessary and in this case, initiate it.
o When the monitored incident is perceived simultaneously by multiple users, create a ticket in the Service Management Tool and collect necessary information.
o Promote transfer of knowledge towards support lines.
o Address recurrent incidents to the problem management.
o Provide feedback to the Process Owner to improve the Incident Process quality.
* Coordinate escalation actions:
o Check content of the incident record that has been proposed for escalation.
o Confirm escalation and communicate escalation level.
o Manage escalation according to defined procedure
If you interested in this role then please send your updated CV to Anastasis Samaras at (see below)
Monitor the resolution of open incidents and take the necessary actions in order to achieve SLOs/SLAs.
Monitor resolution life cycle:
o Ensure incidents are handled according to process policies, guidelines and procedures.
o Verify that necessary resources are available and working on the resolution,
o Facilitate communications between process stakeholders and keep them informed (Incident Initiator),
o Evaluate whether an escalation is necessary and in this case, initiate it.
o When the monitored incident is perceived simultaneously by multiple users, create a ticket in the Service Management Tool and collect necessary information.
o Promote transfer of knowledge towards support lines.
o Address recurrent incidents to the problem management.
o Provide feedback to the Process Owner to improve the Incident Process quality.
* Coordinate escalation actions:
o Check content of the incident record that has been proposed for escalation.
o Confirm escalation and communicate escalation level.
o Manage escalation according to defined procedure
If you interested in this role then please send your updated CV to Anastasis Samaras at (see below)
Projektdetails
Geforderte Qualifikationen
-
Kategorie:
Sonstiges