Specialist, Major Incident & Escalation Operations
Tieto
Ostrava
před 1 dnem

Annotation

You will be part of a team that handles really important incidents and escalations to restore your customers' IT services in the shortest time possible and do so using all available resources.

With us you will be responsible for :

MI&E process workflow ownership and accountability

24 / 7 monitoring of the existing incidents to ensure proactive identification

justification of MI status rejection and explanation of what other ITIL processes can help with resolution

communicating relevant / required updates to the stakeholders

initiation of technical track call with the Technical Coordinator and all required technicians

incident and Problem investigation / creation

providing regular updates towards customer and stakeholders

collecting all internal inputs from involved parties, necessary for the Root Cause Analysis (RCA) and composing Major Incident Report

capturing the data found during the Major Incident Management Process to drive continuous improvements to the Incident Management practices used throughout the organization

verifying and defining the impact of Major Security Incidents

driving resolution of Major Security Incident

We expect you to have

strong knowledge of the ITIL processes especially incident and problem management

excellent communication skills

ability to work under pressure

team cooperation skills

highly organized and detail-oriented

ability to prioritize workload

ability to understand technical and business processes

ability to work independently

ability to facilitate conversations with large groups of remote people

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