Senior Incident Escalation Manager

Hessen  ‐ Vor Ort
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Beschreibung

Role overview:

Senior Escalation/Incident Manager who will represent our client's management in escalations call with its end customer. The successful candidate may have to work and interact at CTO level depending on the severity of the incident or escalation. The Senior incident/Escalation manager is required to make decisions along with other customer and end customer contacts on how to move forward with the incident based upon information coming from technical troubleshooting calls. The incident management activities will be covered together with other team already engaged, in an on call model 24x7, 1 week on, 2 weeks off. Outside the on call windows, the candidate should support other severity cases as well but then in problem management Phase as well as Change preparation and execution.

Technologies covered by this model:

a.o. Datacenter, Unified Communications, Routing & Switching.

Key Skills:

  • Candidate should be familiar with RACI model and processes, Incident, Problem & Change Management, be flexible and prepared to work through the night in case of major incidents.
  • Work to be delivered remotely, however regular team meetings will be planned so face to face meetings (internally) will occur as well.
  • Strong experience and track record in Technical support and Incident management support with a minimum of 10 years of experience in working with Executive level stakeholders
  • Experience in Problem Reporting Procedures, Escalation and 24 X 7 customer support
  • Preferably living in Germany and German speaking candidates required.
  • Excellent Communicator.
Start
ab sofort
Dauer
3 To 6 months
Von
Techmahindra
Eingestellt
25.07.2015
Projekt-ID:
952348
Vertragsart
Freiberuflich
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