Andrei Maris Email & Phone Number

Iași, Is, Ro

Iaşi, Romania

Manchester, England, United Kingdom

Major Incident Manager requires knowledge of ITIL processes, with strong crisis management / problem solving skills and experience. The MIM will act as a point for escalation and management of issues that may arise.ROLE RESPONSIBILITIES:Drive the efficiency and effectiveness of the Incident Management process. Monitor and liaise with incident owners as required, throughout the life of an incident to ensure that actions to resolve are completed within SLAProduce management information relating to incidentsManage the work of the incident support staff / resolver groupsMonitor the effectiveness of incident management and recommend improvementsDevelop and maintain the incident management systems Produce Major Incident / Flash reports Proactively maintain effective communication to the client relative to outstanding eventsLiaise with 3rd Party suppliers to ensure processes are in place to ensure prompt resolution of events

Iasi County, Romania

To be a centre of competence in MPS and the associated technology. To support billing and invoicing, XOS suite, MI reporting and MACD process.General responsibilitiesSolves problems brought to their attention by the customer (internal or external)Contribute to more efficient work processesCarry out quality checks to ensure quality standards are maintainedCentre of competence on XDM, XSM and XRMEnsures effective shared mailbox managementParticipate in team meetings and general inputs in day to day improvementsOperational Tower Specific responsibilitiesMeter Read and BillingAsset Management and MACDManagement Information

Iasi County, Romania

Major Incident Manager requires knowledge of ITIL processes, with strong crisis management / problem solving skills and experience. The MIM will act as a point for escalation and management of issues that may arise.ROLE RESPONSIBILITIES:Drive the efficiency and effectiveness of the Incident Management process. Monitor and liaise with incident owners as required, throughout the life of an incident to ensure that actions to resolve are completed within SLAProduce management information relating to incidentsManage the work of the incident support staff / resolver groupsMonitor the effectiveness of incident management and recommend improvementsDevelop and maintain the incident management systems Produce Major Incident / Flash reports Proactively maintain effective communication to the client relative to outstanding eventsLiaise with 3rd Party suppliers to ensure processes are in place to ensure prompt resolution of events

Iasi County, Romania

Professional competencies:Analytical Problem SolvingAttention to DetailsCommunicatingDecision Making & JudgmentTime /task ManagementProblem Diagnosis & SolutionDescrierea jobuluiPOSITION PURPOSE AND SCOPE OF WORK:E2E Management of tickets, against SLAs and contracts;Maintain good relations with all suppliers and resolving teams;Escalation to TM / SDM / Resolving Teams where tickets may or have been breached;Ownership of the accuracy and quality of information on all logged incidents; regular evidence of constructive feedback on the accuracy and quality of logged incidentsInterfacing appropriately with Major Incidents Management team;Immediate escalation to Major Incident where the priority of an incident may need to be upgraded, together with justifications/reasonsRealise periodically service reports or ad-hoc reports requested by SDM /OPM /TLSubmission of new Incident Management procedural information to Knowledge Management

POSITION PURPOSE AND SCOPE OF WORK:• Undertaking initial diagnostics of the incident, using the tools available and resolving as many as possible on initial contact,• Accurately recording and classifying all incoming incidents with the appropriate priority, category and incident summary details or error messages,• Proactive flagging incidents where no knowledge solution was found,• Meeting or exceeding the level of Service when responding to all incoming incidents,• Accurate and timely hand off to other resolving teams.