Description
Incidence Problem Manager - Madrid/Spain
Incidence Problem Manager is urgently needed on contract basis for our client, a prestigious international telecommunication company, in Madrid, Spain.
Responsibilities:
The IM/PM ensures that all support teams successfully maintain timelines and corrective actions as
well as provides management with continual information and recommendations for service improvement.
Managing all P1 P2 faults to resolution adhering to the IM process
Compilation and issue of major incident reports relating to P1 P2 incidents
Escalates major incidents to senior management as appropriate, inclusive of options
recommendations
Work with technical teams to ensure accurate and timely information flow, escalation and support.
Ensure all incidents/problems are being worked on in accordance to the standard incident/problem escalation procedures
Monitoring all tickets activities and ensuring all groups are adhering to SLA
Participate in incident bridge calls (both technical and managerial) with the goal of resolution during high severity incidents. Ensure all activities are formally documented.
Ensure that all business users understand and follow all procedures around incident creation and escalation
Ensure that change tickets are created according to the change management process
Ensure that the change tickets contain the MOP and the test cases for the Change.
Participate in Problem bridge calls (both technical and Managerial) with the goal of resolution to the problem. Ensure RCA is formally documented.
Ensure that all business users understand and follow all procedures around problem creation and
escalation
Provide regular communications to key business stake holders on all critical incidents to resolution; drive support discussions coordinating with various support teams toward incident resolution.
Provide regular communications to key business stake holders on all problems to resolution;
drive support discussions coordinating with various support teams towards problem resolution.
Collating and developing reports for management containing key statistics surrounding incident,
problem and change management and resolution
Responsible for the ultimate result and continuous improvement on service level, customer satisfaction, process improvement, and documentation
Requirements:
Fluent Spanish English speaker an effective written and oral communicator, and Spanish is mandatory for this position
Excellent communication skill
Ability to manage the ticket progress and follow through agreed SLA KPI
Ability to work both as part of a team and independently
Excellent team player Goal oriented with the ability to work in a fast paced, rapidly changing environment.
A positive, cando attitude and customer focus approach towards issues, ideas and processes
Time Management
Excellent reporting skills
Working knowledge on ITIL eTOMExperience
24 years of directly related experience with an Incident Management role.
Familiar with SLA/KPI, analysing and reporting
Familiar with Change Management process
Familiar with Problem Management process
Education
Bachelors or Advanced degree in Telecom or Computer Science
Technical Diploma with accurate and sufficient experience in the field
Preferred qualifications:
ITIL Foundation Certification
Knowledge of ITSM processes and tooling
Technical maintenance background of VAS or Telecom products will be a plus
If you are interested, please submit your CV in English and Word Doc format to Misela Golubic with reference JSMG/IM/4703 or call for more information.