Incident Manager - Spain

Madrid  ‐ Onsite
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Description

Incident Manager - Spain

ITIL - Support - Incidents - problems - service operations

My client, a global Telecomms Service Provider requires an Incident Manager with incident/Problem management skills for a long term assignment based in Spain.

*PLEASE NOTE THAT YOU NEED TO SPEAK BOTH ENGLISH AND SPANISH FLUENTLY FOR THIS ROLE*

Role and Responsibility:

  • Support delivery of Technical Services to major accounts.
  • Ensuring follow-up and closure of critical problems with large strategic customers
  • Use standard tool to receive alerts and monitor status of new customer service requests (cases) pushing through to resolution
  • Regularly interacts with the customer and internal teams in a coordinated fashion to ensure problem resolution
  • Maintain a good relationship with the customer during the course of the problem resolution process through the effective use of email, telephone, chat, video conferencing and other collaboration methods.

The ideal Candidate will have the following

  • A minimum of 3 years in an Incident/Problem Management role
  • A good understanding of incident management and how incidents can be tackled with quickly
  • Awareness of SLA's and the importance of adhering to SLA's
  • Proven leadership skills, initiative taker and has the ability to work outside of process. (Also experience in a support environment is a plus.)
  • Ability to work with Engineers to review potential product or software defects and obtain fixes
  • Has a technical and networking understanding, but primarily has the ability to leverage the technical expertise of others.
  • Solid understanding of business process and requirements in a support environment
  • Excellent written and verbal communication skills, across culture. Ability to work successfully as a team member in a cross-functional Matrix environment
  • Results driven and focus on the customer
  • Commercial and contractual understanding
  • Good knowledge of ITIL
  • Works well under pressure
Start date
ASAP
Duration
6 months +
(extension possible)
From
Flint Consulting Limited
Published at
27.01.2017
Project ID:
1277519
Contract type
Freelance
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