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www.cvonline.hu
Incident Manager 
IT Services Hungary Kft.
Hozzáadva: 2019.11.30.
Hirdetés azonosító: 2372025

FELADAT
  • Consults with the customer and management throughout incident lifetime
  • Ensures incidents are resolved within the target agreement, or the fastest possible way
  • Initiates horizontal/vertical escalations if needed, manages customer escalations upon request
  • Organizes/attends/leads technical bridges, participates in post-incident conference calls if needed
  • Produces incident reports, manages communication through incident lifetime
  • Interfaces with change and problem management, project management and service delivery management for fast resolution and information share
  • Owns incidents and follows till final fix via problem management if needed
  • Contibutes to Service Level Management by collecting and cascading service performance related information before, during or after inident resolution
  • Create great customer experience by being on-the-top, proactive and supportive
  • Share knowledge with the management, with the team, build collaboration and a community
  • Manage cases, not tickets
  • Compliance with processes with highlights for continuous improvement
  • Bring in/apply agile methodologies whenever and wherever it is possible
PROFIL
  • ITIL V3 or V4 knowledge or relevant work experience
  • C1 German and at least B2 English
  • Good understanding of agile basics or experience in agile environment
  • Flexible, proactive teamplayer, willing to walk the extra mile

 

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