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Senior Lead Incident Manager (Debrecen) 
IT Services Hungary Kft.
Hozzáadva: 2017.04.26.
Hirdetés azonosító: 1042131
  • Performs the administrative tasks necessary to support activities within the Incident and Service Request process.  
  • Owns all Incidents and Service Requests throughout the lifecycle
  • Has an End-To-End view on all Incident and Service Request tickets
  • Ensures that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements or Operational Level Agreements
  • Monitors the incidents to ensure that the Service Level Agreements are respected
  • Identifies recorded Incident and Service Request that are not operating within defined KPI e.g. SLA at Risk, Ticket is aged or not updated
  • Undertakes escalation to the right level in the organization to ensure all effort are started to restore a failed IT Service as quickly as possible
  • Reviews and adjusts assignment of unresolved Incidents to appropriate Tier Support Group
  • Determines if an incident needs to be escalated according to priority and severity of issue
  • Escalates Incidents at risk of breaching Service Level Agreement
  • Escalates unresolved incidents to external support, e.g. Software and Hardware Vendors
  • Identifies Incidents for quality review
  • Escalates all process issues to the Incident Manager
  • University/ college degree
  • Fluency in English
  • 0-5 years relevant experience
  • Excellent problem solving and communication skills
  • System approach
  • Quick learner
  • Knowledge of Office tools

Application - IT Services Career Site

IT / Informatika
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