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Incident Resolution Expert
2 semanas atrás
About Our Team
We are a team of experts who take on challenges to make life easier, safer, and more sustainable for us and generations to come. We bring value to the business digitalization transition, focusing on areas such as Artificial Intelligence, Analytics & Business Intelligence, Application Lifecycle Management, Cybersecurity, IT Infrastructure Management, IT Project & Service Management, IT Strategy, User Experience, and more.
We are home to around 1,600 experts, making us the hub for new technologists – Dream Builders, Impact Creators & Future Makers.
Your Role
Monitor and improve overall Incident Management Performance in a multi-provider environment. Through reporting and analysis, pinpoint inconsistencies and underlying issues. Identify proactively critical areas impacting correct process execution and user satisfaction. Act in full coordination with stakeholders for other processes to maximize benefits and build standard, comprehensive, and reusable solutions. Ensure quality of resolution process for Incident Tickets. Drive improvement in process and tool functionalities for Incident. Act as operational escalation contact for process-related questions. Manage delivery of KPIs from Operational teams. Provide support and guidance to assist responsible parties in recognizing problematic areas. Collaborate with respective management areas when further escalation and support are required. Ensure process compliance Siemens-wide on a global and local scale, as well as across Providers.
Requirements
- At least 2 years of professional experience in the area.
- Strong verbal and written skills.
- Advanced English language (mandatory).
- Ability to build long-term relationships with internal colleagues and external providers.
- Team player who enjoys working in an international and cross-functional team.
- Working knowledge of ServiceNow environment.
- Ability to work independently and take decisions where necessary.
- Good analytical and reasoning skills.
- Familiarity with Service Desk environment.
- Ability to multitask in a fast-paced, evolving environment.
- Familiarity with IT outsourcing contracts, SLA/KPIs.
