Windows Server (regular) Helpdesk (regular) SQL (regular) Role description:• Identification and classification of incidents based on customer and operational impact. Raising the necessary incidents within the Matrix as stated in KBA’s• Initiate the Major Incident process if and when required.• Facilitate the Crisis Bridge Line• Coordinate with all Service Owners, Stake Holders, and Resolver Teams• Act as the single point of contact for the business for the overall management of all incidents raised.• Define and send communication updates of all incidents until incident resolution.• Proactive co-ordination of incidents through to resolution and recovery.> Dashboard Monitoring• Handling Service Desk at GTS High Impact queue• Handling – Impact downgrade requests• Handling SRQs/RQTs that has no assignment group• Re-routing of RQT/SRQ tickets assigned to Service Desk at GTS queue> Global IT Help Desk mailbox handling• Re-routing and confirming impact downgrades with local TPE for OBS (Orange Business Services) Tickets• Sending daily TCS report to stake holders• Handling changes in e-mail draft repository• Handling of CHT/RQT for communication request• Sending ODM communication every Sunday at 21:00 PHT• Handling Global/local communication/outage/planned maintenance requests• Handling any requests raised to us by DW&C managers• Acting as liaison between local HD`s and 3rd party`s.• Sending reminders for IT Pending Approvals• Phone lines outage on HD line. Providing test calls on affected lines.• Handling escalations raised when ticket is still opened and case needs to be pushed to resolution• Handling follow-ups to local TPE raised by OBS• Ticket creation for OBS received on Global HD Mailbox• Answering and handling queries received on GlobalHD Mailbox• Rerouting e-mails to local HD`s received on GlobalHD Mailbox- Provide regular reports for the customer and within the company (Business Intelligence, Excel)
Incident controller in Constanţa
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