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Employers

Critical Incident Management, Riga

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Client:

Hexaware

Location:

Riga, Latvia 

Job Category:

Other, Technical, Telecommunication, Tourism, Translation Services

Salary:

€25,000.00 - €35,000.00 per year

EU work permit required:

Yes
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Job Views:

18

Posted:

05.07.2018

Expiry Date:

19.08.2018
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Job Description:

  • Timely and efficient communication, actions and follow-ups for Critical Incident Management Reduce Time to Acknowledgement by responsible service group
  • Interfacing between the Infrastructure support group, IT4IT, and/or operations groups for installing changes, and the production support function
  • Manage and implement a standard escalation process and matrix across the towers and locations
  • Reduce Time from incident reported to communication to incident reporter that case is closed
  • Improve the incident reporting experience from a user perspective
  • Reduce Lead-time between different service owners and their acknowledgment
  • Control and manage CAB approval process
  • Govern and control the criticality as per defined policies for all tickets and opening of RFC in case Incident Resolution requires a change
  • Ensure end user SLA fulfillment
  • Co-ordination on IM with internal teams, suppliers
  • Co-ordination with Users for decisions and priority
  • Reporting of status to user on incident
  • Control Customer IT services, IT Suppliers & 3rd Parties
  • Prioritize issues, Inform, coordinate & escalate on issues

Job Requirements:

 
Soft Skills:

 
  • Excellent communication and conversation skills (Verbal and Written)
  • Should have good customer handling skills
  • Able to handle unforeseen situations
  • High level of acceptance
Company Info
Infinity Quest
Opposite to begumpet airport
Hyderabad, India
Phone: 00919949666632
Web Site: www.infinityquest.co.uk
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Company Profile


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