Incident Manager

Twoja rola

-Follow the quality of IM processes by Identifying the adapted KPIs, control and publish it on regular basis
-Make sure the right procedures are followed by  all members of the MSI Support Desk
-Defines & control the rules , activities & efficiency of queue managers including  the quality of the communication with Customers.
-Receiving  Service Delivery Requests, complaints..etc  & Launch necessary remediation actions accordingly
-Promote the autonomy of the MSI Support Desk. In particular, initiate and develop the diagnostic and resolution trees/procedures
-Control the interlocks with problem management
-Prepare the global improvement plans and reports about the overall Continual Improvement activity
-Leading customer Major Incidents with high impact on the business and make sure it is handled properly by SD/QM.
-Delivery of Reports to identify Backlog tickets  to ensure our efficiency and customer satisfaction.
-Delivery of KPIs Reports done for the GTR based on Priorities: P1/P2/P3 tickets.
-Providing  feedback  to the MSI Support Desk management and working on improvement plans if needed.
-ensuring that incident reports are analyzed and that there is an output from the analysis of each report,  transforming the analysis performed into an action register [or CSI action register]
-In case there is a risk of SLA breach or failure to achieve the target, then the expert should intervene to ensure the appropriate measures are taken by the operational teams and operation managers.
-Interlocking with the problem managers, change managers and capacity managers in order to ensure that the interlocks between the processes are functional and efficient
-Work closely with the MSI Support Desk & team manager for business and support related decisions
-Assess, prioritize, respond and report on time for expedite requests
-Contribute to the continuous learning of the team by taking initiatives to drive trainings
-Act as coach to newcomers
-Participate actively in knowledge sharing
-Maintain the change management process and ensure it is readily available
-Contribute actively to the expert community
-Setting up labs and innovative training methods to develop team members