Назад до пошукуSupport Service Coordinator (Incident Manager)
Віддалений* формат співпраці з території - Україна: Київ
*Ви можете працювати віддалено з території країни (або країн), для яких відкрита ця позиція.
Support.Infrastructure& інші навички
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Знайти мою роль →We are seeking a Support Service Coordinator to take full ownership and accountability for the Incident Management process within the projects involved, including all major incidents that are reported and must be resolved. Once a major incident is escalated, the Senior Support Service Coordinator will determine what resources and expertise are required to resolve the incident and form a Major Incident Team that can resolve the issue as quickly as possible.
Чим ви будете займатися у цій ролі
- Drive, facilitate and chair all investigation activities, meetings and conference calls with the client and support teams involved
- Serve as a single point of contact for any Incident reported until full resolution
- Maintain communication and coordination with the client and other stakeholders throughout the Incident lifecycle
- Deliver regular status updates on incidents to the stakeholders
- Involve the respective team, person or SME to provide the required assistance in resolving the Incident
- Perform RCA following the contractual SLAs
- Run retrospective calls with the client and all stakeholders
- Make sure all administration work and reports are maintained and up-to-date, including contact information, technical diagrams and post-major incident reviews
- Foster process improvements and knowledge base enhancements
- Continually maintain and evolve tools and resources to manage major incidents effectively
- Share periodic major incident metrics reports
- Establish procedures and policies by which technical support teams will operate
Навички
- Strong communication and presentation skills
- Experience in KPIs Monitoring & Reporting
- Customer-centric mindset with the capability to interact with client contacts at all levels
- ITIL Certified (or strong hands-on experience)
- Prior operational Major Incident Management exposure is a plus
- Ability to lead teams and drive activities within tight timeframes
- Solid teamwork capability with a methodical approach and attention to detail
- Competency in analytical problem-solving
- Resilience to work under pressure and to tight time scales
- English proficiency at B2 level or higher