The focus:
- The role requires the effective coordination, technical oversight and associated incident/escalation management on a 24/7 basis to support Incident Resolution and Problem Identification.
- This role will facilitate effective communication between all suppliers at all times during an incident while concurrently maintaining transparency with the affected customer(s)
- Take full ownership of high-impact & complex technical Incidents in order to prevent out-of-process escalations
- Collaborate with the Incident and Problem Management Organizations through agreed processes
- Incident management covering technical troubleshooting, resource co-ordination and dispute resolution as required on an incident by incident basis
- Drive all required Critical Success Factors and Key Performance Indicators and provide in Root Cause Analysis, CLCA analysis and feedback as needed
- Candidates for this role must be prepared to work flexibly to answer the needs of the business
Ideal background/experience:
- 7-10 years experience across a wide range of technical areas
- ITIL Foundation v.3 certificate
- Technical background in VMWare, Windows, Unix, Storage, Backups, AV and Data Centres
- Experience within a customer-focused role and willingness to provide planning, coordination, ownership and accountability for each escalation handled with tact and diplomacy at all times
- Experience working in a large technical support organisation
- Strong stakeholder management/
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