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Incident Manager with English
Job Description
What we will achieve together:
- Interface and tracking of Mass incident
- Management of internal and external impact communication
- Prioritization of problems, investigation and diagnosis
- Identifying workarounds
- Proactive and reactive identification
- Centralization of customer organizational changes and communication to managers
- Checking the backlogs and communicating with the internal/external teams in order to reduce the impact on users
- Analysis of the situation for the entire support chain (evaluation of incidents, level of impact, level of urgency, etc. ): cause analysis, corrective measures, information sharing, etc.
- Daily monitoring of SLA results with a focus on improving resolution rates
- Monitoring the impact of skills transfers on SLA results
- Partnering with the Knowledge Manager regarding daily production support on skills transfers
- Participation in the reduction of resolution times
- Being proactive when it comes to new reporting needs in order to guarantee and track the improvement of the service
Qualifications
This is the right job for you if:
- Spoken languages: fluent in English (B2/C1);
- Leadership skills, proactiveness, ability to innovate and purpose the right solutions;
- Working experience with Easyvista or Service
Now tools, Windows 10, Office 365; - Excellent soft abilities: people orientation, active listening and interpersonal skills;
- Ability to work in a dynamic environment and multitask;
- Availability to work in day shifts.
What we offer:
- Permanent contract
- Central building offices with an excellent view of the city, top facilities and equipment
- Competitive salary
- Performance bonus
- Expense account for holidays
- Meal tickets and gift vouchers
- Training opportunities
- Regina Maria medical package
- Extra vacation days
- Fruits on the house
What about choosing much more than a job? #AJob
That
Makes
Sense
All our positions are open to people with disabilities
What about choosing much more than a job? Choose a job that makes sense.
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