Beschreibung
Aufgaben:- First escalation point for incidents / Service Requests and handling of technical escalations for incidents (with priority lower than the major incidents) and for Service Request
- Leading troubleshooting on SR / change processes in case ticket is not fulfilled, orchestrating OE and NSD / GNOC
Qualifikationen:
- Create SR templates for the free text SR and Change Requests
- The resource should be proficient in Italian and English (and German - nice)
- Knowledge of AMOS / OE AGN-related processes (Incident – Service Requests – Change Management) and tools – especially SP, IPM and HPSM7
- Deep knowledge of operational processes and global service support coordination (proven knowledge of incident and problem solving techniques with an emphasis on a timely communication)
- Understands OE services and application landscape
- Analytical way of thinking
- Safe in moderation and presentation throughout all levels
- Team player, customer oriented
- Excellent communication skills, act in a self-confident manner