Beschreibung
My global client is currently looking for an English speaking Incident Management Specialist that will be responsible for the governance of the day to day operational activities of incident management. The project will last until the 31st December 2013 and will be performed onsite in Berlin, Germany.
Specific tasks and deliverables are:
- Govern the daily operation and execution of the incident management process within a vendor environment
- Prepare weekly and monthly incident management dashboards
- Carry out weekly, monthly and on-request analysis of incident tickets
- Drive Continuous Service Improvement initiatives
- Escalation and complaint handling
- Ability to analyse and audit the incident management process
- Experiences & Detailed Requirements (should be proven by at least 3 examples)
- Knowledge of ITIL processes and best practices
- Experience in incident management
- Proven to have worked in a fast pace and dynamic work environment
- Good analytical skills