Team description
Our team is all about working hard, having fun, and getting stuff done. We bring a diverse set of skills, experiences, and backgrounds to the table, which makes as a dynamic and creative force. Whether it's brainstorming ideas, solving complex problems, or tackling crew challenges, we're always up for the task.
WHAT WILL YOU DO?
- Responsible for qualifying, validating, leading and escalating / de-escalating major (CBI - High / Critical) incidents
- Responsible to open and lead technical conference calls
- Need to own and coordinate Incidents, whilst ensuring that key milestones, KPI’s and SLA’s are achieved To create and distribute ‘structured list’ communications to key stakeholders in line with ‘reference’ process, keeping them informed of progress for resolution
- Initiate root-cause analysis by providing information to Problem Management about major (CBI High / Critical) incidents which start the investigation into Problem tickets
- Lead incident resolution whilst ensuring that KPIs and SLA are achieved
- Reporting – Summarization of main facts about the issue itself within the Incident report (hereafter IR), pre-filling of necessary fields in the RCA document, measurement and reports of the ticket quality.
- Proposes process improvements, drives a continuous improvement culture, developing people, improving productivity, quality.
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