Beschreibung
Für unseren Kunden suchen wir einen Escalation Manager (w/m/d) für IT-Incidents.Rahmendaten:
Start: asap
Laufzeit: 31.12.21++
Auslastung: Vollzeit
Einsatzort: Remote
Aufgaben:
- Point of Contact for escalated IT Incidents and update Client on ETA /Resolution/Workaround.
- Point of Contact for IT Teams and Vendors at client
- Point of Contact for future Infrastructure Enhancement and requirement gathering.
- Coordinate with IT teams at client environment for Incident resolution and Project Implementations
- Manage IT Service Delivery at onshore Locations
- Coordinate with Offshore IT Team.
- Monitor KPI for Incident, Problem and Change Management and provide Cli-ent feedback to Offshore Team.
- Work with PMO on short/long term IT Project implementations
- Work with Delivery SPOCs and client Business users on IT requirements
- Coordination with 3rd party vendor / contractors on IT System upgrade/break fix /new installations
Skills:
- experience supporting Microsoft systems (Windows 7, 8.1,10) in IT Infrastructure function.
- Must have knowledge of Microsoft desktop operating systems
- Must have knowledge of PC hardware architecture
- Must have knowledge of typical desktop applications, (i.e., MS Office, virus scan, Ghost, etc.)
- Hands on experience in SCCM environment and OS deployment, patching, updates, application deployment
- Experience in Share File, Surfhub for required roles
- A solid understanding of TCP/IP, DNS, DHCP and other network fundamentals