Key Responsibilities

• Act as an incident manager on crisis/major/critical incidents. Notifications must be delivered on timely manner.
• Lead and attend bridge calls, narrowing down the root cause and driving incidents to resolution.
• Answer escalation requests via both e-mail and phone, make the escalations visible.
• Evaluate the business impact with customers, customer satisfaction and retention are key.
• Take ownership of escalated incidents and coordinate the internal resolvers to resolution.
• Ensure that customers are informed during the life cycle of escalated incidents.
• Utilize the available escalation matrix for maintainers, 3rd parties, suppliers and internal resolvers in case the resolution isn’t delivered on time.
• Assist team managers with overseeing the standard day-to-day operations, ensure that agents are available and online in the system according to the schedule.
• Coach the agents based on ticket analysis and if necessary, provide an input on the development plan for global service desks.

This role will suit you if you have the following skills:

• Ability to meet the customers’ needs in line with business requirements
• Ability to find the root cause of problems and focus on quick and effective resolution
• Focusing on objectives and required outcome of processes
• Excellent communication and customer care skills - Communicating efficiently while adapting to your audience and get clear message across

• At least 3 years of experience in IT environment
• At least 1 year of experience in escalation/incident management
• Basic understanding of networking technologies WAN/MPLS/LAN/WLAN/Voice is a must

• English on a fluent level is a must
• Spanish/Portuguese/Italian/French/German on conversational level is advantage

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