Beschreibung
NextLink Solutions needs to hire an IT Incident and Problem Specialist for an exciting project, where all your skills will be tested. This very project is for a highly sought company based in Munich, Germany. I wanted to know if you or anyone in your network would be interested
Next Link offers a fantastic referral program that pays up to 1000 Euros. If you know anyone that will be suitable please send them to me. Below is the job description.
As an IT Incident and Problem Specialist, you'll join one of Europe's leading logistics organization, working collaboratively with stakeholders to shape and deliver the most innovative business, IT and cultural change assignments. The company are going through a large scale digitalization and are looking for passionate individuals to come in and help shape the future of their IT.
We need an IT Incident and Problem Specialist who has the following experience and skills:
- 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 stakholders to identify root causes