Beschreibung
Hays ist ein weltweit führender Personaldienstleister, der sich auf die Rekrutierung von Spezialisten konzentriert - sowohl für den Projekteinsatz als auch für Festanstellungen und auf Zeit. In Deutschland, Österreich und der Schweiz vertrauen mehr als 600 internationale Topunternehmen auf unsere qualitätsgesicherten Prozesse, wenn Sie Experten suchen.We are looking for an
Incident Manager / IT Support Specialist (m/f)
Referenz: -en
Beginn: 01/11
Dauer: 12 MM++
Ort: in Zurich region / Lausanne
Branche: Erbringung von Dienstleistungen der Informationstechnologie
Ihre Aufgaben:
- Rapidly re-establish adequate working order of relevant services and provide support to users whilst minimizing the impact on related work.
- Ensure that availability and high quality service standards are maintained.
- Sole point of contact (SPOC) for responsible people in the markets and users of the computer system.
- Handle deployment of incident management process.
- Ensure that expectations of users and responsible people in the markets concerning incident management are met whilst respecting commitments taken in the SLA.
- Ensure that incidents are well managed with the assistance of the Service Desk and distributed efficeintly to the appropriate technical "correspondents".
- Analyze results of the information system in liaison with the user services.
- Evaluate urgency of the incidents and, if needed, be activate urgency procedures.
- Activate escalation procedures for prevention or resolution of an incident as soon as required (including intervention of third party suppliers).
- Validate resolution procedures with various technical correspondents.
- Keep responsible persons informed of teh efficiency of the Service Desk.
- Control and keep system data for the management of incidents up to date.
- Measure performance of the information system (management of incidents, tracking, statistics, implementation of progress or correction plans in liaison with IT studies).
- Deplyoment of chosen solutions on all markets.
Ihre Qualifikation
- Trackable professional experience in a similar position.
- Recognized expertise in Incident Management.
- Good knowledge of a client plattform.
- Very good IT infrastructure knowledge and other related software.
- Good level of technical writing.
- Rigor.
- ITIL Foundation Course Certification - Module: "Management of Incidents" is an asset.
- Project Management skills.
- Teamplayer.
- Project language is English.
- French nice to have.
Skills:
- System Administration/Support C/S
Keywords: Incident Management
Support