After Hours Incident Manager

  • Location:
    Krakow, Poland
  • Area of Interest
    Technical Support
  • Job Type
  • Technology Interest
  • Job Id

·       Provides best in class support to the customers through the timely resolution of incidents

·       Ensures case documentation is complete, legible and accurate

·       Performs escalation activities

·       Uses standard tools to receive alerts and monitor status of new service requests (cases) pushing through to resolution

·       Provides frequent external and internal status updates of the incident, communicates directly with the customer

·       Interacts with customers and internal teams in a coordinated fashion to ensure issue resolution

·       Ensures follow-up and closure of high priority issues with large strategic customers

·       Supports delivery of technical services to major accounts

·       Maintains a good relationship with the customer during the course of the analysis through the effective use of email, telephone, video conferencing and other collaboration methods

·       Drives the efficiency and effectiveness of the incident management process in After Hours Operations Team

·       Drives, develops and maintains the major incident process and associated procedures.

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