Provide first-line investigation and diagnosis of all major Incidents and Service Requests working with service desk provider
Expertise is Service Now tool
Good to have some AI skill
Identify potential problems and/or increasing trend of repetitive Incidents
Ensure 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
Determine if an incident needs to be escalated according to priority and severity of the issue
Create action plans to curtail incident trends and work with IT teams to revise or build solutions for resolution
Gather requirements from IT teams and senior leaders for solution development to facilitate resolution of incidents
Ensure that Incidents assigned to their Support Groups are resolved and that service is restored on time;
Monitor the Incidents and manage workload in their respective queues to ensure that Service Level Agreement and Operational Level Agreement are respected
Participating in Incident review meetings following major Incidents and ensure RCA documentation is complete along with action plan to mitigate going forward
Create Knowledge with repeatable procedures with a goal of reducing the number of Incidents
Facility regular incident management meetings with the different towers to keep track on the back log of incidents
Involved in implementing new services to safeguard the incident management process and adopt this new service into the standing support organization
Partner with project managers when implementing new services to keep track on the incoming incidents which requires appropriate follow up
Works in conjunction with Continual Service Improvement (CSI)
Involvement in optimizing knowledge management and problem management to reduce incident volume
Job Qualification:
Education: Bachelor’s degree in computer science or related field preferred
Certified Experience with Service Now
Certified ITIL Foundation
Certified ITIL Practitioner
In addition to strong stakeholder management skills, you have strong analytical thinking skills, with the ability to make logical/reasoned decisions. Colleagues describe you as organized, detail-oriented and an expert at multi-tasking. You give your commitment to meeting deadlines and have excellent writing, verbal communication, presentation and research skills. Furthermore, you have:
At least 5-7 years’ experience in a similar role
Experience in a customer-facing role
Project Management experience is a plus
Demonstrated strong customer service, technical and analytical skills
Excellent verbal and written communication skills.
Ability to establish and maintain effective working relationships
Self-Starter with the ability to quickly learn existing technical processes and combine knowledge from multiple disciplines to produce an optimal solution.
Ability to multitask, prioritize, and manage time efficiently.
Ability to handle a wide variety of duties with minimal supervision.
Ability to work individually and in a team environment
Sound analytical thinking and problem-solving skills
Demonstrated organizational, time management, and multi-tasking skills.
Recognize optimization potentials in existing processes and convert them into practical solutions
Adapt and improve standardized solutions tailored to global requirements
