Description
Incidence Problem Manager - Madrid /SpainIncidence 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 & eTOM
Experience
• 24 years of directly related experience with an Incident Management role.
• Familiar with SLA/KPI, analyzing 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 at
with reference FLMMG/IM/4703 or call for more information.