Incident and Complaint Manager

2 semanas atrás


Lisboa, Portugal Olisipo Tempo inteiro

Referência

13226_Incident and Complaint Manager_Lisboa

**Descrição**:
N/A

**Perfil**:

- At least 2 years of professional experience in incident and complaint management;
- Strong verbal and written communication skills;
- Advanced proficiency in English language;
- Ability to effectively communicate and coordinate with others;
- Familiarity with service desk environment and multitasking in a fastpaced, evolving environment;
- Working knowledge of ServiceNow environment and IT outsourcing contracts, SLA/KPIs. Responsibilities: Monitor and improve the overall performance of incident and complaint management processes in a multiprovider environment;
- Utilize reporting and analysis to identify inconsistencies and underlying issues, proactively addressing critical areas impacting process execution and user satisfaction;
- Act in coordination with stakeholders to maximize benefits and build comprehensive and reusable solutions;
- Ensure the quality of the resolution process for incident and complaint tickets, driving improvement in process and tool functionalities;
- Act as an operational escalation contact for processrelated questions, managing delivery of KPIs from operational teams;
- Provide support and guidance to assist responsible parties in recognizing and addressing problematic areas.

**Oferecemos**:

- Personal accompaniment focused on Career Management;
- Continuous and personalized Training and Certification through our own Learning Center;
- Solidity;
- Trust and Growth;
- Competitive salary package with benefits.



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