Beschreibung
IT Incident and Problem Specialist
IT Incident and Problem Specialist. One of my insurance clients is urgently looking for an IT Incident and Problem Specialist for a 6-12 month contract in Munich, Germany
The IT Incident and Problem Specialist will be responsible for:
- Provide regular incident bulletins to IT support staff concerning open incidents and service requests
- Develop, co-ordinate and promote incident management activities across the whole of IT and take responsibility for the effective functioning of the Incident Management processes across all support areas
- Provide expert advice to all support staff in the resolution of Incidents, including negotiation with customers and service teams in order to resolve issues which may delay resolution
- Actively monitor open Incidents to resolution.
- Ensure effective and rapid response to Major Incidents.
- Provide status updates and communication with business.
- Review and recommend, as appropriate, changes to support processes to ensure continuous improvement of the incident management process
- Provide guidance on Incident Management to all support staff and assist in their training and knowledge development
- Produce metrics for service performance both on a regular and an ad hoc basis
- Ensure regular reporting on key service performance and quality metrics
- Oversee and take ownership of customer escalations relating to IT service.
- Responsible for Problem analysis detection and logging.
- Responsible for ensuring solutions are applied appropriately to Problems and safeguards to ensure the solution does not cause further difficulties.
- Work with all stakeholders to identify root causes
Skills:
- IT Incident and Problem Specialist
- Wide breadth of IT Infrastructure knowledge
- Good understanding of ITIL and its related processes, particularly Incident & Problem Management
- ITIL Certification Mandatory
Apply now for immediate interviews!