Incident Manager
Current• Operational control of the incoming cases (INC, REQ, CHG), Team Backlog• Ensure proactive monitoring of SLAs, that appropriate action is taken to resolve cases • Key contact person for Customer, SD, Local ITs and management regarding operations, day-to-day issues• Implement process, changes within the team• Analyze delivered services and propose solutions, improvements • Directing regular calls with the client to review SD performance, set up long-term goals• Training employees on operational execution of the delivered services• Manage the coordination between SD, multiple suppliers, and the customer’s internal solver teams for effective resolution, ensure that clear action plan is created and distributed• Coordination of Major Incidents• Knowledge Base management – creation, proactive review of existing content and retiring of aged articles• Responsible for Monthly Cleaning Process (Account and license disabling e.g., in SAP, MobileIron)• Prepare Monthly Quality check of the employees• Create monthly service (Volume, SLA, Quality, Case types, Trends etc.) and Network Proactive Problem report, any presentation according to requirements
