Incident Manager (IoT)

Twoja rola

-Responsible for leading customer major incidents and escalations with high impact on the business and make sure it is handled properly by the Desk

-Follow the principles of Incident Management (IM) and processes and ensure deliverables are met as per established KPIs

-Act as crisis secretary during major incidents/crises or for high visibility customers (with or without escalations) having a certain degree of impact to their operations.

-Be readily available on call (24/7) whenever such incidents occur.

-Receiving  escalations and complaints & launch necessary remediation actions accordingly.

-As crisis secretary, to ensure prompt communication to defined levels of hierarchy depending on impact and priority.

-As crisis secretary, to facilitate major incident calls/crisis meetings and ensure proceedings are put on record.

-Promote the autonomy of the Helpdesk. In particular, initiate and develop the diagnostic and resolution trees/procedures

-Delivery of Reports to identify Backlog tickets  to ensure our efficiency and customer satisfaction.

-Defines & control the rules, activities & efficiency of queue managers including  the quality of the communication with Customers.

-Control the interlocks with problem management

-Prepare the global improvement plans and reports about the overall Continual Improvement activity

-Coordinate on post-mortem activities (follow up on Reason for outage, intermediate report from supplier and resolution parties, initiating and driving Root Cause Analysis report,Service Improvement Plans) until completion while coordinating with all stakeholders involved.

To anticipate KPI/SLO/SLA breach or failure to achieve the target, by ensuring 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

-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 where required.

-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