RESPONSIBILITIES

• Ensure that gap remediation or proactive actions are registered, documented and completed in a timely manner;
• Produce trends analysis of recurring Problems/Incidents – extract trends on Incident types, Customer types, key problem
areas, depts, hardware types etc;
• Participate in IM Teams meetings with customers and support groups to review recurring Problems and press for final
resolutions or perform escalation;
• Produce Problem highlighting reports on recurring issues and issues not being resolved;
• Delivering & managing high standard communications across Customers and SDBU to ensure that Problems are dealt with
priority and according to customer needs, providing regular communications to Customers across the organization;
• Attend Customer meetings, review SLA or Problem Management performance;
• Owning and maintaining the Problem Management Process for the IM team according to current ITIL standards;
• Regularly reporting work progress to direct management as per agreement;
• Making sure that improvement and automation initiatives are brought up to and discussed with direct management for
review, prioritization and implementation;
• In cooperation with direct manager participating in service development and improvement projects;
• Assist the IM team members in maintaining a good service towards the customers.

REQUIREMENTS

• Previous experience working in similar position;
• Unparalleled process mindset;
• Excellent English skills both written and oral;
• Goal oriented and accurate;
• Flexible, manageable, adaptable, versatile;
• High communication skills.

Any of the following will be considered a benefit:

• Higher education would be an advantage (preferably IT related);
• ITIL Foundation (preferable);
• Comptia A+ (preferable);
• Microsoft Certification (preferable).