To respond to emergency incidents as quickly as possible by assigning it to technical support groups for restoration of service and thereby minimize the impact on business operations and ensuring best possible level of service quality and availability.
Adhere to Emergency Incident Management process and its activities and participates in process improvement and training / guidance within ITS Organizations.
WHAT YOU WILL DO :
Manage emergency incidents end to end by ensuring all required parties are engaged accurately on time
Ensure communication is done accordingly on timely manner to keep business users and other interested parties well informed on the progress of emergency situation
Negotiates with users, support teams, and vendors in respect of emergencies priority when required
Daily contact with the client entities and other stakeholders in respect of emergency incident resolution
Prioritize user requests considering the business impact and ensure agreed Service Levels are met
Follow procedures immediately for escalation and urgent matters
Initiate conference calls with Internal / External resolver and customer during Major Incidents
Ensure all work is carried out and documented in accordance with required standards, method and procedures
Have daily contact with business users and other management level in respect of emergency incident resolution
Close collaboration with Service Desk and backline teams to expedite emergency resolution
Regular contact with Senior Incident Analysts & Incident Manager within coaching sessions, training and personal development planning
Degree in Computer Science, Information Systems or equivalent experience
Preferably - ITIL Foundation V3 certified
Experience in Service Desk / Call Centre environment is an advantage
Excellent communication skills
Good command of English, both spoken and written
Strong customer focus
Able to build good relationship with key interfaces; internal support teams, third party vendors, and business process specialist.
Proficient knowledge of MS Office Applications (Excel, PowerPoint)
Minimum 2 years of experience in IT within a global, cross-cultural environment
Multitasking, Team spirit, Analytical thinking