Incident Resolution Specialist

1 dia atrás


Porto, Porto, Portugal Generix Group Tempo inteiro

Job Summary
We are seeking a highly skilled Incident Resolution Specialist to contribute to our team at Generix Group. The ideal candidate will be responsible for implementing effective incident management processes, ensuring timely resolution of issues, and maintaining high-quality service delivery.

Key Responsibilities:

  1. Audit the effectiveness of the incident management process and formulate improvements as necessary.
  2. Control the correct handling of incidents by support teams to ensure swift restoration of services.
  3. Prioritize incidents, arbitrate, and escalate when necessary.
  4. Maintain regular exchanges with support and technical department teams, as well as customers.
  5. Monitor performance indicators, including SLA achievement.
  6. Act as a point of contact for customers during incident management and ensure follow-up during incident meetings.

Requirements:

  • Bachelor's degree in Computer Science or Business.
  • Good knowledge of the SAAS environment.
  • Solid experience in Incident Management or related fields.
  • Understanding of the ITIL Incident Management Process (ITIL Foundation V4 Certification minimum).
  • Aptitude for service delivery excellence and producing quality results.
  • Excellent communication skills, both written and verbal, in French and English.
  • Ability to build relationships with various teams across the group.
  • Curiosity, dynamism, and a focus on continuous improvement.


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