Facilitate root cause analysis and problem resolution with delivery teams, collaborate with other processes to improve the service for the future. Delivering the reasons for failure document in German or English to Customer. Ensuring that trend analysis of incidents is performed- executing proactive problem management. Liaise with the Account Service Team and Technical Team members to ensure that appropriate information is communicated to Customer and all corrective actions are completed within… Show more Facilitate root cause analysis and problem resolution with delivery teams, collaborate with other processes to improve the service for the future. Delivering the reasons for failure document in German or English to Customer. Ensuring that trend analysis of incidents is performed- executing proactive problem management. Liaise with the Account Service Team and Technical Team members to ensure that appropriate information is communicated to Customer and all corrective actions are completed within their targets. Ensuring that problem process is followed and and consistent with ITIL. Show less

Monitoring of incident SLA and KPI performance and acting upon SLA and KPI breaches, ensuring that Incident Management KPIs are reported and their targets met. Initiating improvement actions regarding the process. Reviewing quality of the Incident tickets and checking if the correctness regarding category, priority and resolution is met.

Working on more complex incidents, contacting the end-user (German or English speaking Customers) in order to resolve the incidents remotely if possible or gathering more information, performing troubleshooting for 3rd line supporting teams. Executing Service Requests like: user management, software installation, access management.

Receiving phone calls and Emails from end-users (German and English speaking Customers), documenting the Incident or Service Request details, providing the initial support, dispatch unresolved Incidents following the functional and hierarchical escalation.