Incident Manager

Connect 44 AG

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Incident Manager

Main tasks

  • Technical liaison with 3rd party Management Layer to manage Incident Management processes
  • Regular updates to Service Operations function.
  • Management of all incidents as per Incident Management process provided, and compliant with SLA associated to the Incident's given priority.
  • Liaison with all required parties to manage SLA within restoration time required.
  • As a result of Field Ops raising a ticket due to an on-site defect or H&S issue, assign incident record and notify relevant parties of the incident as per instruction within the SoW.
  • Emergency Reinstatement Management.
  • Ensure a High quality ticket management philosophy is maintained both from a ticket detail and ticket management perspective
  • Ensure the SLA's and KPI's relating to the contract are fully understood
  • Maintain open communications with the 3rd party management layer relating parts of the business
  • Maintain regular contact with the Service Desk and NOC Manager, feeding and receiving feedback that will enhance and our ability to deliver and add value.
  • Drive continually improving teamwork and communication
  • Responsibility for managing all faults to resolution adhering to the incident management process ensuring that all incidents are progressing in accordance with agreed Service Levels
  • Compilation and issue of major incident reports.
  • Incident detection, logging and monitoring
  • Classification and prioritization (against impact and urgency)
  • Investigation and diagnosis
  • Restoration and recovery, including interfacing to other groups
  • Jeopardy Management and customer escalation point for Real Time operational issues
  • Ensure business objectives are achieved through proactive and diligent management of incidents to successful conclusion and delivering an excellent customer experience
  • Analyze, consolidate and aggregate data from various sources to form an end-to-end view of incident management
  • Escalates major incidents to senior management as appropriate, inclusive of options & recommendations

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Descriere companie

Detalii oferta de angajare

10 Jan 2019

Locatia jobului

Bucharest, Romania

Tip job

Full time

Categorie job

Tehnologia informaţiei, Telecomunicaţii

Salariu lunar